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Zoom - Montpelier, VT
posted 2 months ago
Full-time
Remote - Montpelier, VT
Administrative and Support Services
About the position
Zoom is seeking a Project Engineer for the Professional Services Organization to design and deploy Zoom Phone and Contact Center solutions. This role involves ensuring high availability, scalability, and security of the solutions while providing advanced support and troubleshooting for complex technical issues.
Responsibilities
- Designing, architecting, and deploying Zoom Phone and Contact Center solutions at an expert level.
- Providing advanced support and troubleshooting for complex technical issues related to number porting, emergency services, multilingual support, third-party integrations, and other complex client scenarios.
- Integrating phone and contact center technologies with CRM, workforce management, quality management, interactive voice response, and other systems as required.
- Automating workflows to enhance productivity and reduce manual interventions.
- Working with cross-functional teams both internally and with clients to design and implement solutions that align with business needs.
- Mentoring junior engineers and providing training on Zoom Phone and Contact Center solutions and best practices.
- Migrating customers from voice and video solutions to Zoom and third-party solutions.
Requirements
- Bachelor's degree in Computer Science, Management Information Systems, or equivalent.
- At least 10+ years of experience designing and implementing Voice/Video and Contact Center solutions.
- Experience deploying Zoom Phone is advantageous.
- Experience with Voice/Video and Contact Center best practices, processes, and procedures for design, deployment, and support.
- Experience with migrations to Cloud Voice & Cloud Contact Center solutions.
- Knowledge of Voice Solutions (Zoom Phone, Cisco, Ring Central, Microsoft, 8×8, Avaya, Mitel, Vonage, etc.).
- Knowledge of Contact Center solutions (Five9, Salesforce, Genesys, 8×8, Twilio, InContact, TalkDesk, etc.).
- Network experience and a good understanding of network requirements for Voice and Video deployments.
Benefits
- Comprehensive benefits program to support physical, mental, emotional, and financial health.
- Support for work-life balance and community contributions.
- Opportunities for career advancement in a diverse and inclusive environment.
