Customer Service Representative

Position Overview We are seeking a Product Adoption Expert – Contact Center to drive deep product adoption and maximize business value for Zoom Contact Center across our customer base. This role serves as the expert liaison between Product, Marketing, and Customer Success teams, ensuring best-in-class onboarding, workflows, and use cases are scaled across contact center customers, while being deployable for high-impact, high-complexity engagements. This is a specialist role for someone who has lived inside contact center platforms — deploying, administering, or driving adoption on tools such as RingCentral, Dialpad, Amazon Connect, NICE inContact/CXone, Five9, Genesys, or Talkdesk — and understands the operational realities of running a CCaaS environment. Key Responsibilities Contact Center Subject Matter Expertise: Serve as the adoption expert for Zoom Contact Center — routing/IVR design, omnichannel (voice, chat, SMS), agent/supervisor workflows, workforce management, quality management, and AI-assisted capabilities. Strategic Customer Support: Join customer calls and workshops to map contact center use cases and accelerate adoption of key workflows. Migration & Competitive Context: Advise customers transitioning from or running alongside other contact center platforms — anticipating parity gaps, workflow translation needs, and change-management friction. Cross-Team Collaboration: Partner with Customer Success Managers and Onboarding Managers during critical phases including launch, workflow integration, and renewals. Customer Education: Deliver customer-facing sessions including office hours, deep dives, and workflow clinics on contact center configuration, routing logic, and agent enablement. Scalable & Programmatic Impact Asset Development: Collaborate with Product, Product Marketing, General Managers, and Enablement teams to build scalable adoption resources: Micro-learnings and step-by-step configuration guidesPlaybooks and success plans covering routing design, IVR best practices, and agent onboardingEducational webinars and customer campaigns, including migration-focused contentWorkflow and use case catalogs by vertical Program Management: Execute one-to-many initiatives including ongoing office hours, community forums, and customer champion sessions. Launch Support: Ensure new Contact Center feature launches include adoption-ready materials for immediate CSM and customer use. Product Feedback: Provide strategic feedback to Product teams based on adoption patterns, customer use cases, implementation blockers, and competitive gaps. Success Metrics & KPIs Product Adoption Growth: Increase percentage of customers actively using key contact center features and workflows. Time-to-Adoption: Accelerate adoption timelines for new rollouts and migrations. Scalable Asset Reach: Maximize customer engagement through webinars, micro-learnings, and educational content. CSM Enablement Impact: Measure internal adoption of assets and reduction in repetitive support requests. Revenue Impact: Contribute to renewals and expansion opportunities tied to product adoption. Products Supported Zoom Contact Center (primary focus) Zoom Phone Zoom Virtual Agent Zoom Ecosystem: APIs, RTMs, Webhooks, integrations Preferred Background Hands-on experience with contact center or unified communications platforms Experience in contact center administration, implementation, or adoption/customer success roles — understanding of routing design, omnichannel queues, workforce and quality management tools, and agent/supervisor experience Familiarity with migration dynamics between contact center platforms and change management for frontline agent teams Comfort speaking to both technical and operational stakeholders Salary Range or On Target Earnings Minimum: $76,800.00 Maximum: $186,200.00 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 Anticipated Position Close Date: 08/31/26 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. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data. 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 #J-18808-Ljbffr