What you can expect
As a Technical Account Consultant, you will collaborate closely with one of Zoom's largest customers. The TAC ensures the customers' success with Zoom products and services and delivers customer satisfaction and happiness. This position requires occasional onsite client visits.
About the Team
The TAC team plays a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated customer technical consultants. We provide our customers with useful resources that will enable them to succeed with our solutions; we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.
What we’re looking for
Have a Bachelor’s in Engineering/Computer Science/Technology or equivalent work experience
Have 6 + years of Technical Support engineering and Customer Service experience.
Familiarity with major conversational AI platforms, including the creation and deployment of virtual agents.
Proficiency in Python, JavaScript, or Node.js (especially when debugging or enhancing virtual agents)
Experience working with REST APIs, SDK and Webhooks to integrate virtual agents with backend services, databases, and third-party systems.
Ability to troubleshoot API errors and ensure smooth integration between the virtual agent and external systems (CRM, databases, etc.)
Solid understanding of core web technologies, like HTTP/HTTPS, REST, web socket, SSL/TLS
Basic understanding of NLP concepts and how virtual agents process language and handle intents, entities, and dialogue management.
Understanding of cloud platforms like AWS, Google Cloud, or Microsoft Azure for deploying virtual agents in scalable, cloud-based environments.
Flexibility to work on weekends and EMEA time zones, which may include evening shifts, depending on the specific needs of the business or customers.
Have an understanding of Managed Services and ITiL concepts and practices
Have project management experience, working within large/enterprise level and Telco space
Have excellent customer-facing skills and a background in consultation
Be able to serve as a technical subject matter expert on Zoom's architecture and collaboration space.
Be willing to travel to the client's locations
Salary Range or On Target Earnings:
Minimum:
$76 800,00Maximum:
$186 200,00In 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:
11/22/24Ways 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. 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.
Our Commitment
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 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.