Technical Consultant- Telephony

Zoom - Raleigh, NC

Full-time - Mid Level

Remote - Raleigh, NC

Administrative and Support Services

About the position

As a Technical Account Engineer at Zoom, you will work closely with one of the company's largest customers to ensure their success with Zoom products and services. This role focuses on delivering customer satisfaction and happiness by acting as a dedicated technical consultant, building relationships, and encouraging product usage. The TAE team plays a crucial role in enhancing the customer experience by providing valuable resources and effectively managing internal procedures across departments.

Responsibilities

• Collaborate closely with a major customer to ensure their success with Zoom products and services.
• Act as a dedicated technical consultant to the customer, providing support and resources.
• Troubleshoot common technical issues related to call flows, queues, and skills-based routing.
• Serve as a technical subject matter expert on Zoom's architecture and collaboration space.
• Manage internal procedures and work across departments to improve customer experience.
• Provide excellent customer-facing support and consultation.

Requirements

• Bachelor's degree in Engineering, Computer Science, Technology, or equivalent work experience.
• 3-5+ years of experience supporting a contact center or software environment in a customer-facing role.
• Familiarity with Zoom Contact Center or similar communication platforms.
• Proficient in troubleshooting common technical issues with call flows, queues, or skills-based routing.
• Solid understanding of IP Telephony and SIP.
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts to non-technical users.
• Understanding of Managed Services and ITIL concepts and practices.
• Project management experience within large/enterprise level and Telco space.
• Excellent customer-facing skills and a background in consultation.

Nice-to-haves

• Flexibility to accommodate different time zones.
• Willingness to work occasional evenings or weekends based on client needs.

Benefits

• Comprehensive benefits program to support physical, mental, emotional, and financial health.
• Support for work-life balance and community contributions.
• Location-based compensation structure.