Job Description
A Senior Software Engineer responsible for designing, building, and managing the Zoom Contact Center CCaaS platform, including interaction routing, AI integration, and system optimization to enhance customer experience and operational efficiency.
Key Responsibilities
- Serve as the primary technical owner and architect for the Zoom Contact Center CCaaS platform, overseeing its configuration, health, and strategic development.
- Design, implement, and maintain interaction routing flows and treatment logic to enhance customer experience and agent efficiency.
- Architect and develop custom solutions using Python for AI agents, platform extensions, and integrations within the contact center environment.
- Deploy, manage, and optimize native CCaaS-based AI features such as real-time transcription, agent assist, and sentiment analysis.
- Evaluate, select, and integrate third-party APIs for conversational AI, generative AI, and other services to improve platform capabilities.
- Implement and manage real-time data processing workflows and API-driven services to connect the contact center with other business systems.
Requirements
- 6 years of experience in a technical role e.g., Solutions Architect, Sales Engineer, technical Product Manager focused on enterprise software, SaaS, or AI.
- 3 years of direct, hands-on experience with contact center CCaaS and routing.
- Proven experience with Python.
- Strong proficiency with RESTful APIs, real-time data processing, and complex system integrations.
- Strong proficiency with SQL and database management.
- Experience managing the technical lifecycle of complex enterprise projects or products.
Benefits & Perks
Competitive total compensation package including base salary, bonus, and equity (RSUs)
Remote and flexible working options
Health benefits
Inclusive work environment with accommodations for persons with disabilities
Ready to Apply?
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