What you can expect

Zoom is growing its global Contact Center Solution Engineering team and hiring a Global AI Specialist skilled in Customer Experience, Artificial Intelligence, and Virtual Agents. This role emphasizes leveraging advanced AI solutions to foster innovation and worldwide expansion. The position is suited for professionals focused on developing AI systems capable of reasoning, decision-making, and executing actions to deliver impactful, scalable results. Responsibilities include designing, deploying, and enhancing technical solutions that address intricate business challenges while boosting operational efficiency through intelligent automation.

About the Team

Reporting to the Head of Contact Center Solution Engineering, this role sits at the intersection of AI innovation, customer success, and solution engineering. You will collaborate closely with Product, Sales, Architects, and Customer Success Engineering teams to demonstrate how Zoom’s AI solutions enhance customer experiences, drive automation, and deliver measurable business value. This is a strategic opportunity to influence Zoom’s CX AI ecosystem and help customers achieve operational excellence through intelligent, agentic AI engagement.

Responsibilities

• Supporting CX AI architecture conversations and contributing to technical blueprints that enable agentic AI, virtual assistants, and agentic workflows.
• Driving best practices for customer journey personalization by analyzing customer behavior to deliver hyper-personalized experiences.
• Partnering with Product, Architects, CSEs, and Sales teams to align AI technologies with customer experience strategies.
• Presenting and demonstrating Zoom’s AI solutions to highlight their power in the CX space and their ability to create better experiences.
• Collaborating with AI teams to support, deliver, and scale workshops, proofs of concept (POCs), and paid pilots aimed at accelerating revenue delivery.
• Serving as a trusted advisor on Zoom’s Contact Center AI Solutions
• Building scalable models for AI-driven acceleration and adoption in partnership with Product, Professional Services, and Partners.

What we’re looking for

• 4+ years of experience in AI/ML architectures, CX Solutions Engineering, AI consulting, or similar technical pre-sales roles.
• Demonstrate technical expertise with deep knowledge in CX platforms, AI/ML (Agent Assist, Bots, Analytics), cloud services, and prompt engineering.
• Direct presentation skills with the ability to deliver engaging workshops and sessions to both technical and non-technical audiences.
• Exhibit success influencing cross-functional stakeholders and leading without direct authority.

Salary Range or On Target Earnings:

Minimum:

$131,200.00

Maximum:

$262,400.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

03/31/26

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.