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Contact Center - Consulting Solution Engineer

Zoom

Zoom

Singapore
Posted on Tuesday, September 12, 2023

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

Contact Center Consulting Solution Engineers serve as experts in Zoom's portfolio of Contact Center 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 centers and growing Zoom’s next billion-dollar business.

Responsibilities

  • Serves as the customers 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 customers' business outcome success

  • Customer-focused problem solver, understanding business objectives and creating innovative solutions to enable their success

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

  • Engage with ZCC Product teams to drive customer feedback, expand product innovation and market leadership

  • Understanding of industry regulatory requirements, customer security requirements, etc, and translating those into actionable feature requests for Product Management

Requirements

  • 7+ years of experience in customer-focused roles

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

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

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

  • Proven industry experience in CCaaS, and/or adjacent industries like AI, Workforce Optimization, Quality Management, etc.

  • Experience integrating with CRM (Salesforce, Zendesk, etc) and other 3rd party applications

  • Strong understanding of the CX/EX industry including Contact Center concepts such as Workforce Optimization, Workforce Management, Workforce Engagement Management, etc.

  • Familiar with creating and managing Web Services (Rest APIs)

  • Strong understanding of the Contact Center market and trends, advocating customer needs to influence strategy and vision

  • 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


Preferred Requirements

  • Deep knowledge of Zoom’s platform

  • First-hand experience building with REST APIs and deploying contact center technology alongside integrations with 3rd party applications

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

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.

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

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.

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