Senior Consultant - Zoom

Position Purpose

The Zoom Contact Center Senior Consultant is responsible for the end-to-end development, implementation, and delivery of Zoom Contact Center solutions. This role is highly technical and hands-on, requiring expertise in both business consulting and software development. The consultant will design, configure, test, and deploy omnichannel contact center solutions while ensuring high performance, scalability, and customer satisfaction.

Key Responsibilities

· Lead implementation and deployment of Zoom Contact Center solutions.
· Design, develop, test, and deliver scalable contact center applications and features.
· Configure and deploy Zoom Contact Center, WFM, QM, and AI solutions.
· Work across multiple channels including Voice, IVR/ACD, Email, SMS, and Chat systems.
· Perform unit testing, code reviews, and defect resolution during QA cycles.
· Support production environments and troubleshoot complex technical issues.
· Collaborate with project managers and business analysts for successful project delivery.
· Participate in agile or waterfall development processes.
· Develop and enhance software solutions using JavaScript and other technologies.
· Mentor junior engineers and support team development.
· Deliver high-quality software within defined timelines.
· Participate in meetings, client discussions, and training sessions.
· Present solutions, demos, and value propositions to customers and stakeholders.
· Contribute as a thought leader in CX transformation, digital transformation, and omnichannel technologies.
· Ensure proper documentation and adherence to best practices.

Technical Expertise

· Strong expertise in Zoom Contact Center and Unified Communications (UC) environments.
· Hands-on experience with IVR/ACD, VoIP, omnichannel systems (Voice, Chat, Email, SMS).
· Experience in enterprise CCaaS architecture and solution design.
· Knowledge of SIP protocol, WebRTC, and cloud telephony solutions.
· Strong understanding of RESTful APIs and integration frameworks.
· Experience configuring SBCs, SIP trunks, and voice gateways.
· Expertise in CRM integrations (Salesforce, Dynamics, ServiceNow, Zendesk).
· Experience with Conversational AI platforms and automation tools.
· Strong understanding of network infrastructure and troubleshooting.
· Ability to manage high-complexity projects with multiple dependencies.

Competency

Personal

High energy, proactive mindset, adaptability, and strong problem-solving skills.

Leadership

Ability to mentor team members and act as a thought leader in CX and digital transformation.

Operations

Ability to manage multiple tasks in a fast-paced environment with strong attention to detail.

Communication

Excellent communication and presentation skills for both technical and non-technical stakeholders.

Technology Stack

· Zoom Contact Center & Unified Communications
· Programming: JavaScript, Python, Java, C++
· APIs & Integration: RESTful APIs, Webhooks
· Protocols: SIP, WebRTC
· Telephony: SBCs, SIP Trunks, Voice Gateways
· CRM Platforms: Salesforce, Microsoft Dynamics, ServiceNow, Zendesk
· AI & Automation: Conversational AI Platforms
· Identity & Security: SSO, Identity Management
· Networking & Infrastructure

Education, Experience and Certification

· Bachelor’s degree in Computer Science, IT, Engineering, or related field (preferred).
· 3+ years of experience in Zoom Contact Center and UC environments.
· 2+ years of software development experience (JavaScript, Python, Java, C++).
· Experience in enterprise-level CCaaS architecture and implementations.
· Experience with CRM integrations and cloud telephony systems.
· Industry certifications in Zoom Contact Center or related technologies (preferred).
· Experience working with real-time systems and production environments.
· Proven ability to work in fast-paced, customer-facing environments.