Technical Consultant
Core
Anchor long-term technical success for enterprise contact center deployments by owning the technical relationship, driving optimization, and resolving escalations for Zoom Contact Center and Zoom Virtual Agent environments.
Role type
Senior Technical Consultant (Managed Services)
Builds
Optimized, resilient contact center environments for enterprise customers
Domain
Enterprise Contact Center / Conversational AI
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Cloud contact center platforms (Zoom, Genesys, NICE, Five9), Conversational AI & Virtual Agent design, ACD/IVR/Skill-based routing, REST APIs & OAuth integrations, Call analytics & CX metrics interpretation
Preferred skills
Python/JavaScript scripting, Salesforce/ServiceNow integrations, Zoom certifications, CCNA Collaboration
Technologies
Zoom Contact Center, Zoom Virtual Agent, Salesforce, ServiceNow, Python, JavaScript, REST APIs, OAuth 2.0
Responsibilities
Own ongoing technical relationships for MSO accounts; Lead recurring business reviews and technical sessions; Execute day-two configurations (flows, queues, IVR, bot design); Design and refine Virtual Agent bots with NLP tuning and API integrations; Analyze call analytics and CX metrics to recommend improvements; Manage Tier 2/3 escalations and coordinate with support/engineering; Advocate for customer needs and feature requests; Maintain account documentation and knowledge bases.
Seniority
Senior, hands-on IC