Contact Center - Solutions Engineer

Zoom is looking to grow its global Contact Centre Solution Engineering team. Do you have a passion for working with customers? Do you have experience in the Contact Centre industry? Do you thrive on diving into technology that powers better customer experiences? If so, we would love to have you join us here at Zoom!

Contact Centre Consulting Solution Engineers serve as experts in Zoom's portfolio of Contact Centre capabilities and are responsible for driving the technical portion of a CX sales cycle alongside their Zoom sales colleagues. Join us in helping our customers level up their contact centres while contributing to Zoom’s next billion-dollar business.

Responsibilities

• Serve as the customer's trusted advisor throughout the pre-sales lifecycle, translating technical and business requirements into solutions.

• Develop trust with customer executives, leadership, and other stakeholders to ensure business outcome success.

• Act as a customer-focused problem solver, understanding business objectives and creating innovative solutions to enable success.

• Partner with account teams to execute pre-sales activities, including opportunity qualification and discovery, demonstrations, product workshops, and proof of concepts.

• Engage with Zoom Contact Centre Product teams to drive customer feedback, expand product innovation, and strengthen market leadership.

• Understand industry regulatory requirements, customer security needs, and other compliance factors, translating them into actionable feature requests for Product Management.

Requirements

• 5+ years of experience in customer-focused roles.

• Demonstrated ability to sell to a business buyer, with an understanding of the techniques required to do so.

• Strong business and technical acumen with demonstrated experience in Solutions Engineering.

• Proven industry experience in CCaaS and/or adjacent industries such as Conversational AI, Workforce Management, and Quality Management.

• Experience integrating with CRM systems (Salesforce, Zendesk, etc.) and other third-party applications.

• Familiarity with creating and managing Web Services (REST APIs).

• Strong understanding of the Contact Centre market and trends.

• Ability to work and communicate effectively with internal stakeholders.

• A self-starter with the capability to work in fast-paced, team-oriented environments.

• A true customer advocate and creative problem solver.

• Fluency in English; proficiency in an additional major European language is a plus.

Preferred Requirements

• Deep knowledge of AI technologies, particularly as they pertain to Contact Centres.

• Hands-on experience working with REST APIs and deploying contact centre technology alongside integrations with third-party applications.

• Experience guiding enterprise customers from on-premises to cloud-based solutions.

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.