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Technical Project Engineer (CX) - Professional Services

Zoom

Zoom

IT, Sales & Business Development
Remote · United States
Posted on Friday, September 8, 2023

Technical Project Engineer

Zoom is seeking a Technical Project Engineer for the Professional Services Organization. The Technical Project Engineer will be designing and implementing Zoom Customer Experience Products (CX).

Responsibilities:

  • Lead the discovery, assessment, design, and implementation of Zoom echo system of products which include; Zoom Phone, Contact Center, Zoom Virtual Agent, WorkForce Management, and more

  • Acts as a business analyst and technology advisor and collaborate with clients to implement Zoom’s solutions to various market segments

  • Document customers business requirements via use cases, user stories, and call/process flows/flowcharts

  • Map customer requirements to specific Zoom capabilities, taking into consideration the customers’ current business needs within the existing platform

  • Perform a wide range of integrations with 3rd party products such as WorkForce Management and Customer Records

  • Migrate customers from different solutions to Zoom and any 3rd party solutions

  • Communicate information verbally and in writing, clearly, accurately, reliably, and timely

  • Support and troubleshoot deployments

  • Document best practices and create deployment and support playbooks

  • Experience integrating other UC and collaboration products and solutions (Contact Center, CRM, etc.)

  • Prototype new solutions or integrations to solve complex customer requirements

  • Participate in ongoing product enhancements, features, and improvements

Requirements:

  • Minimum of 10 years of engineering experience performing technical gap analysis, creating requirements for large scale enterprises for voice, SMS, Chat and contact center solutions (cloud preferred)

  • Requires a Bachelor’s degree in CS, MIS or its equivalent and at least 7+ years of experience designing and implementing CX solutions. UCaaS/CCaaS·

  • Strong experience with UC and Contact Center best practices, process, and procedures for design, deployment, and support

  • Experience with UC and Contact Center cloud migrations

  • Soft skills in communication are key as re-alignment is always needed in a PS role.

  • Experience with CRM Vendors Salesforce, Zendesk, ServiceNow, HubSpot etc. (APIs and CTI connectors)

  • Ability to proactively pick up tasks / assignments that scale the team (requires experience in process creation and execution of new process rollouts

  • Strong background and knowledge of other cloud and premise UC/voice/chat/email/social/video/SMS Solutions

  • Strong networking experience and good understanding of network requirements for UC/voice deployment

  • Experience with some the following: Application development using Javascript, Node.js, Python, html, java, JSON, SOAP, PHP, API (Web Dev), DBs, is helpful

  • Enterprise verticals experience (banking, healthcare, education, and tech) are preferred

Salary Range or On Target Earnings:

Minimum:

$112,300.00

Maximum:

$254,600.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Information about Zoom’s benefits is on our careers page here.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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.

Explore Zoom:

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.

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