What You Can Expect
You will enable strategic partners to deploy and manage Zoom's Contact Center solutions independently. You will combine deep technical expertise with hands-on coaching and data-driven account monitoring. You will directly protect customer retention and drive adoption at scale.
About the Team
Our CX Technical Advisor team equips partners to deliver and manage Zoom's Contact Center platform confidently. We blend technical depth with enablement strategy and exist to turn partner capability into lasting customer success.
Responsibilities
- Supporting partners to deliver ongoing post-deployment services. Designing and enabling partners on technical engagements focused around auditing and optimising account functionality and driving adoption.
- Building technical playbooks, best-practice guides, and enablement content that close partner knowledge gaps and support partners to successfully deploy and deliver technical service engagements
- Monitoring account health data proactively, identifying churn risks early, and creating strategic plans with partners to increase adoption and protect renewals.
- Collaborating with product, engineering, and enablement teams to channel partner feedback into product improvements and shape the enablement roadmap.
- Translating rapid product developments into clear, outcome-focused guidance that helps partners demonstrate value and expand customer accounts.
What We’re Looking For
- Bring a minimum of 4 years' experience in project engineering or technical implementation across contact center, virtual agent, or workforce engagement solutions.
- Bring experience from a contact center practice within a systems integrator, managed service provider, or equivalent environment.
- Apply technical knowledge of cloud contact center, cloud telephony, virtual agent, voice integration, APIs, Webhooks, and CRM platform integration to real-world partner and customer scenarios.
- Coach and enable external partners, translating complex technical concepts into clear, actionable guidance.
- Create play books for complex service engagements, enabling partners to audit existing architecture, identify areas of optimisation, and action upon them
- Communicate effectively with both technical and non-technical stakeholders across internal teams and partner organisations.
- Analyse adoption trends and account data to build strategic plans that drive retention and reduce churn risk.
- Use data to track health and identify areas of risk and opportunity within customer accounts. Work with partners to create strategic plans to remediate or expand customer accounts.
- Have 3+ years of customer-facing experience in a post-implementation role such as technical account management, adoption, or onboarding.
- Hold working knowledge of compliance frameworks relevant to contact center environments, such as data protection or payment security standards.
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
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. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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 Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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Zoom London, England Office
The Place, 4th Floor, 175 High Holborn, London, United Kingdom, WC1V7AA
