Zoom Contact Center Senior Consultant (CCaaS)

TL;DR

Zoom Contact Center Senior Consultant (CCaaS): Developing, testing, and delivering Zoom Contact Center software platform implementations with an accent on configuring WFM, QM, AI solutions, and high-complexity projects. Focus on designing integrations with SIP, RESTful APIs, WebRTC, CRM systems, and mentoring software engineers in agile environments.

Austin, TX

$135,000 - $165,000 a year

Company

Pioneer engagement and growth solutions for exceptional customer experience (CX) with 1,800+ employees in hirify.global.

What you will do

• Configure and deploy Zoom Contact Center, WFM, QM, and AI solutions in customer environments.
• Implement high-complexity projects with multiple dependencies, managing risk and ensuring quality through testing.
• Mentor software engineers and work on enhancing JavaScript-based software.
• Code, test, and deliver high-quality software on time.
• Collaborate with system analysis, project management, and attend meetings/training.
• Serve as thought leader in CX transformation, process automation, and omnichannel technologies.

Requirements

• Bachelor’s degree in computer science, IT, or engineering preferred.
• 3+ years in Zoom Contact Center and UC environments; enterprise CCaaS architecture experience.
• 2+ years software development (JavaScript, Python, Java, C++) for real-time systems.
• Knowledge of SIP Protocol, RESTful APIs, WebRTC, SSO, SBCs, SIP trunks, voice gateways, cloud telephony.
• CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow, Zendesk).
• Customer-facing presentation skills; executive stakeholder communication.

Nice to have

• Conversational AI platforms experience.
• Network infrastructure experience.
• Zoom Contact Center certifications.

Culture & Benefits

• Medical, dental, vision coverage.
• Tax-advantaged health care accounts, financial and income protection benefits.
• Paid time off (PTO) and wellness time off.
• Annual incentive program eligibility.
• Great Place to Work 2024-2025 certification across 14 countries.
• Equal opportunity employer committed to diversity and inclusion.