Contact Center Manager
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We're Hiring: Contact Center Telephony & Virtual Agent Engineer (Zoom Contact Center)
About the Role
We're looking for a Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This is a hands‑on engineering role responsible for enhancing telephony operations, redesigning IVR experiences, and implementing intelligent virtual agent capabilities to improve customer experience.
Key Responsibilities
Administer and optimize Zoom Phone and Zoom Contact Center platforms.
Configure and manage:
- Queues, Dial plans, IVR workflows, Reporting
Modernize existing IVR and customer self‑service workflows.
Implement and maintain Virtual Agent / Conversational AI capabilities.
Configure intelligent call routing and seamless handoff between virtual agents and live agents.
Troubleshoot telephony and contact center issues, including:
- SIP / VoIP, Call quality, Dropped calls, Routing failures, Latency, Dialer issues
Perform root cause analysis and coordinate with vendors/providers.
Support integrations between Zoom Contact Center and enterprise platforms such as CRM, servicing systems, LOS, and knowledge management platforms.
Manage platform upgrades, patches, and continuous operational improvements.
What We're Looking For
Required Qualifications
- 3+ years of experience in Contact Center or Telephony Engineering.
- Hands‑on experience with Zoom Contact Center, Zoom Phone, or similar CCaaS platforms.
- Strong understanding of:
- VoIP, SIP, IVR, Call routing
- Contact center operations
- Experience with Virtual Agents, Conversational AI, or AI‑powered IVR solutions.
- Strong troubleshooting and production support experience.
- Experience with one or more of the following platforms:
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