Senior Software Engineer, Zoom Contact Center

What You Can Expect

You will architect the intelligent dialing engine that powers millions of automated customer interactions daily. Using Java and Spring Boot, you will optimize pacing algorithms and real-time call control systems. You will deliver scalable infrastructure that maximizes agent productivity while ensuring regulatory compliance and system reliability.

About the Team

We build Zoom Contact Center's Dialer and Outbound Engagement platform. Our team designs high-performance systems that automate proactive customer outreach across voice and digital channels. We solve complex problems in real-time communication at massive scale.

Responsibilities

• Architecting and implementing scalable backend services for the dialer engine using Java and Spring Boot, focusing on high-concurrency task scheduling and real-time call control

• Developing and refining pacing algorithms (Predictive, Progressive, Power) to maximize agent utilization while minimizing call abandonment rates

• Building integrations with MySQL, DynamoDB, Redis, and Elasticsearch to manage large-scale lead lists and campaign data across distributed systems

• Implementing compliance features including DNC management, time-zone-aware dialing logic, and regulatory safeguards for automated outreach

• Driving system reliability through monitoring, logging, alerting, on-call support, and root cause analysis for production incidents under peak loads

What We're Looking For

• Bring 5+ years of software engineering experience building large-scale distributed systems with proven production impact

• Demonstrate advanced programming skills in Java and Spring Boot framework for backend service development

• Design high-concurrency architectures using multithreading, distributed locking mechanisms, and state management patterns

• Build and optimize systems using relational and NoSQL databases (MySQL, DynamoDB, Redis, MongoDB)

• Create high-throughput RESTful APIs and microservices with CI/CD pipelines, containerization (Docker/Kubernetes), and cloud-native services (AWS)

• Communicate clearly and collaborate effectively with cross-functional teams to deliver practical solutions

• Apply hands-on experience with outbound dialing systems (Predictive, Power, Preview) or telephony protocols (SIP, RTP, WebRTC)

• Leverage knowledge of CPaaS platforms (FreeSWITCH, Asterisk, Twilio), telecom regulations (TCPA, STIR/SHAKEN, GDPR), or observability stacks (Prometheus, Grafana, ELK)

Salary Range or On Target Earnings:

Minimum:

Maximum:

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.

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

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

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. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

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.