Specialist Consulting Engineer- CX

Sales (SL)

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Specialist Consulting Engineer- CX

  • Sydney, New South Wales, Australia
  • Remote, Queensland, Australia
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinar.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

The Solution Engineer role at Zoom is an exciting and rewarding position. The ideal Zoom Specialist Consulting Engineer-CX is passionate about Customer Experience (CX), can act as a customer's trusted advisor and technical presales consultant, be actively seen within Zoom as the subject matter expert and will have exceptional experience in CX industry in Contact Center Systems -CCaaS, Digital, AI Solutions, UCaaS, Telephony.

Responsibilities:

  • Meeting with our prospective customers as a trusted, developing a deep understanding of their current environment, key business challenges, and goals, and helping them envision the benefits that can be realized with Zoom Contact Center and Platform.

  • Perform advanced technical presentations for enterprise customers, and prospects through demonstrations, , workshops, POCs, product overviews and sales presentations to deliver the value of Zoom Contact Center, Zoom Phone and Zoom Platform.

  • Applies expert knowledge of Zoom Communication services, Contact Center and phone technology

  • Partner with Zoom Sales & Solution Engineering Organisation to sell the Zoom Contact Center solution into larger and more demanding Enterprise and Strategic companies in a consultative manner

  • Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization

  • Troubleshoots and reproduces customer technical issues to resolution and/or escalate

  • Develop relationships with customers, sales and support teams, become a product and customer advocate, and provide world class technical support when needed

  • Responsible for training customer administration of Zoom Contact Center and platform

  • Answers complex technical questions and offers workarounds for customer networks

  • Responds promptly to escalations while keeping detailed case notes

  • Manage escalated issues and collaborate with other internal departments to expedite resolution

  • Help develop and maintain customer facing and internal help articles

  • Perform lab testing, work with Architecture team

  • Presales Engineering of Contact Center and VOIP solutions

  • Deep understanding of telco and regulatory requirement

Requirements:

  • Knowledge of Zoom communication stack

  • 8+ years’ experience in a customer focused role with understanding of customer communication requirements for enterprise business markets.

  • Understanding of CX industry including Contact Center concepts and softwares like Workforce Optimization, Workforce Management, Knowledge Management, Quality Monitoring, etc.

  • Must possess strong technical call center skills. Knowledge and demonstrated operating experience with contact center applications.

  • Functional knowledge of Salesforce, Service Now etc or conceptual knowledge of CRM’s.

  • Bachelor’s degree in business related field preferred

  • Engage with Zoom product teams to build expert knowledge of the Zoom Contact Center and provide feedback to help develop the product localisation and roadmap.

  • Strong technical troubleshooting skills, perseverance and patience

  • Experienced in Voice, Video, Contact Center, VOIP network architecture and technology including SIP, RTP, QoS, COS, codecs

  • Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.

  • Networking, IT or telecommunications certification is a plus

  • Experience supporting telecommunications, networking or Software-as-a-Service products

  • Ability to work efficiently in a highly demanding team-oriented and fast-paced environment

  • Ability to communicate and empathize with all levels of customers – executives, end users, developers

  • Self-motivated with the ability to dive right in, be effective and make a difference

  • Influencing from the Pre-Sales capacity the addition of new customers while retaining and expanding our footprint within our existing customers.

  • Contributing to the sales team and overall organization exceeding quota and expectations.

  • Ability to travel (40%-60%)

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

Explore Zoom:

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Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from an “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday. If you have already completed an application, you can access it here. 

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

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