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
- Design, implement, and maintain the Zoom Contact Center CCaaS platform, including interaction routing and treatment logic.
- Architect and develop custom AI agents, platform extensions, and integrations using Python.
- Deploy, manage, and optimize native CCaaS-based AI solutions such as transcription, agent assist, and sentiment analysis.
- Evaluate, select, and integrate third-party APIs for conversational AI, generative AI, and related services.
- Implement and oversee real-time data processing workflows and API-driven services to connect the contact center with other 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 stock options (RSUs)
Remote and flexible working arrangements
Health benefits
Ready to Apply?
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