Contact Center Solution Engineer (Based in UK)

Zoom is growing its Global Contact Center Solution Engineering team and seeks customer-focused professionals to join. This opportunity is ideal for those with Contact Center industry expertise, who excel in solving challenges and delivering impactful solutions. The role involves working with advanced technology to enhance customer interactions, transforming communication methods for organizations. If you are motivated by customer engagement and technical collaboration, and eager to influence Zoom Contact Center's future, this position is for you. Contribute to shaping the next wave of customer experience innovation at Zoom by joining this dynamic team.

About the Team

The Zoom sales team is a dynamic force driving the company's success. With a focus on delivering cuttingedge communication solutions for clients across all sectors, the team passionately engages with clients worldwide. Through strategic partnerships and a customer-centric approach, they play a pivotal role in expanding Zoom's global presence and ensuring businesses harness the full potential of virtual collaboration.

• Being the customer's trusted advisor throughout the pre-sales lifecycle, translating technical and business requirements into solutions in a consultative manner.
• Developing trust with customer executives, leadership, and other stakeholders to ensure business outcome success.
• Acting as a customer-focused problem solver, understanding business objectives and creating innovative solutions to enable success.
• Partnering with account teams to execute pre-sales activities, including opportunity qualification and discovery, demonstrations, product workshops, and proof of concepts.
• Engaging with Zoom Customer Experience Teams to drive customer feedback, expand product innovation, and strengthen market leadership.
• Understanding industry regulatory requirements, customer security needs, and other compliance factors, translating them into actionable feature requests for Product Management

• 5+ years experience and or proven industry experience in CCaaS and/or adjacent industries such as Conversational AI, Workforce Management, and Quality Management.
• Be proficient in contact center technologies such as IVR, ACD, CTI, QM, WFM, and virtual agents
• Demonstrate the ability to sell to a business buyer, with an understanding of the techniques required to do so.
• Have good business and technical acumen with demonstrated experience in Solutions Engineering.
• Have experience integrating with CRM systems (Salesforce, Zendesk, etc.) and other third-party applications.
• Have a good understanding of the Contact Centre market and trends.
• Be able to work and communicate effectively with internal stakeholders.
• Have a good capability to work in team-oriented environments.