Zoom Contact Center Specialist

We're Hiring: Zoom Contact Center Specialist

We're looking for an experienced Zoom Contact Center Specialist to develop, enhance, and support our live Zoom Contact Center (ZCC) environment integrated with Zendesk and Workato.

If you have hands-on experience in contact center development, integrations, automation, and production support, we'd love to hear from you!

Experience: 3+ years in Contact Center Development, including at least 1 year supporting a live production platform.

Key Responsibilities

• Build, enhance, and maintain Zoom Contact Center flows, including scripted logic.
• Develop and modify Workato recipes for ZCC and Zendesk integrations.
• Manage queues, routing rules, skills-based routing, agent profiles, and flow changes.
• Troubleshoot cross-platform issues using logs, audit history, API payloads, and event timing.
• Build and maintain integrations using REST APIs, JSON, and webhooks.
• Support asynchronous and digital channels, including chat, email, ticketing, and work items.
• Handle production support escalations, deliver enhancements, and document operational procedures.

Required Skills

• Hands-on experience with Zoom Contact Center (ZCC) flow designer and routing configuration.
• Proficiency in at least one scripting language: JavaScript, Python, or Ruby.
• Experience building and modifying complex automations using Workato or a comparable iPaaS platform.
• Understanding of REST APIs, JSON, webhooks, and basic SQL.
• Experience supporting a live production platform alongside development activities.
• Strong troubleshooting, documentation, communication, and ownership skills.

Good to Have

• Workato recipe development, formula mode, callable recipes, and error handling.
• Working knowledge of Zendesk tickets, triggers, automations, groups, and SLAs.
• Experience with Databricks, Spark SQL, or CRM/CTI integrations.
• Exposure to Zoom Workforce Management or Quality Management.
• Experience with Five9, Genesys Cloud, NICE CXone, or Amazon Connect.
• Zoom Certified Contact Center Deployment Enabler certification.

Ideal Candidate

Someone who can confidently work within an existing production environment, deliver safe and reliable enhancements, troubleshoot complex integrations, and support digital and asynchronous contact center channels.

Interested or know someone who would be a great fit

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