The Professional Services Organization (PSO) Engineer – Customer Experience Solutions is responsible for designing, deploying, and optimizing Zoom’s customer experience (CX) solutions for Zoom clients. This role focuses on enabling clients to achieve their business goals through seamless, intelligent, and scalable customer experience implementations within the Zoom CX ecosystem.
The PSO Engineer partners with clients, project managers, and cross-functional teams to deliver tailored CX solutions that drive measurable improvements in customer satisfaction, operational efficiency, and user engagement.
• Work from the comfort of your own home
• Comprehensive healthcare benefit for you and your dependents
• Mental wellbeing programs for you and your dependents
• Competitive time off and vacation policy
• Thriving workplace culture centered on caring, diversity, and inclusion
Solution Design & Implementation
◦ Architect and deploy customer experience solutions within the Zoom CX ecosystem, aligning with each client’s business objectives and industry best practices.
◦Translate client requirements into technical specifications, workflows, and configurations.
◦Integrate Zoom CX capabilities with client systems (CRM, analytics, and automation tools) to create unified experiences.
Customer Experience Optimization
◦Analyze customer journeys to identify opportunities for improved responsiveness, personalization, and ease of use.
◦Leverage analytics and reporting to measure performance and recommend enhancements.
◦Ensure that deployed solutions deliver consistent, high-quality engagement across all channels.
Technical Delivery & Project Execution
◦Collaborate with Project Managers to deliver projects on time, within scope, and meeting quality standards.
◦Conduct technical workshops, proof-of-concepts, and user acceptance testing (UAT).
◦Maintain detailed solution documentation, configuration guides, and operational handoffs.
Cross-Functional Collaboration
◦Partner with Product, Engineering, and Customer Success teams to align implementations with Zoom’s evolving CX roadmap.
◦Provide technical insights and field feedback to enhance product capabilities and client outcomes.
◦Contribute to continuous improvement initiatives and internal knowledge sharing within the PSO team.
Client Partnership & Enablement
◦Act as a trusted advisor, ensuring clients understand how to maximize value from Zoom CX solutions.
◦Conduct enablement sessions and training to empower client teams in operating and optimizing their solutions.
- A Degree/Diploma on Computer/Telecommunication Related Course
- A Fundamental Knowledge on VOIP and other related technologies
- An Experience in using Visio or Lucid chart
- Proficiency in English language (written and spoken)
- Proficiency in Microsoft Office
- An Experience in performing MACD tasks to any Voice Platform
- An Experience with enterprise ticketing system
- A Basic API or automation understanding
- A fast learner and ability to manage multiple tasks
- The ability to work in teams with a positive attitude
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
