Zoom Contact Center Senior Consultant Job Description

TTEC Digital is recruiting for Senior Consultants specializing in the Zoom Contact Center software platform to lead the end-to-end development, implementation, and delivery of contact center solutions.

The role is designed as a fully remote, technical position requiring a combination of business and technical consulting experience. The primary objective for these consultants is the overall development, testing, and delivery of the Zoom Contact Center software platform.

Technical Requirements for CCaaS Deployment

Implementation of these contact center solutions requires technical proficiency across several communication technologies. Consultants must have experience with Interactive Voice Response (IVR), Automatic Call Distribution (ACD), and Voice over Internet Protocol (VoIP).

The scope of the deployment extends beyond voice services to include omnichannel systems such as email, SMS, and chat. This technical stack is essential for creating scalable contact center applications and features tailored to customer environments.

Beyond configuration, the role involves significant software development. TTEC Digital requires consultants to enhance and improve software written in JavaScript. Other required or preferred software development experience includes Python, Java, and C++.

The development lifecycle for these projects includes unit testing, performing code reviews, and resolving defects identified during the Quality Assurance (QA) cycle. These tasks are managed using either agile or waterfall development processes.

Integration of AI and Management Tools

A key component of the deployment process involves configuring and deploying specialized solutions within the Zoom ecosystem, specifically AI solutions, Workforce Management (WFM), and Quality Management (QM).

Consultants are expected to act as thought leaders in areas including omnichannel technologies, process automation, and digital transformation for customer experience (CX). The role involves managing high-complexity projects with multiple dependencies and utilizing structured testing and validation to ensure solution quality.

Professional Qualifications and Experience

Candidates for these senior positions are typically required to have three or more years of experience in contact center and unified communications (UC) environments. At least two years of software development experience is specified for the technical requirements of the role.

Educational requirements include a preferred bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. Industry certifications in contact center technologies are also listed as a preferred qualification.

The operational structure of the role involves collaborating with project managers and business analysts to ensure successful delivery. Consultants are also tasked with mentoring software engineers as part of the TTEC Digital project team.