Contact Center Partner Technical Advisor

Zoom

2d•Remote

About The Position

Technical Partner Advisor — Zoom Customer Experience Role Overview We're looking for a CX Partner Technical Advisor whose primary focus is driving successful partner-led implementations and long-term customer retention across Zoom's Customer Experience portfolio. This role is built for someone with deep Contact Center, Virtual Agent, and Workforce Engagement Management expertise who knows how to translate that knowledge into scalable partner guidance, adoption strategies, and proactive risk management. Your mission is to ensure Zoom's strategic partners can confidently deploy, support, and grow Zoom CX solutions across their customer base — without heavy Zoom involvement — by equipping them with the right technical standards, best practices, and ongoing operational support. You'll be the connective tissue between Zoom Product, Engineering, Partner teams, and the real-world service providers delivering Zoom Customer Experience every day. What You'll Do Primary Focus: Partner-Led CX Customer Success & Retention Own a regional portfolio of customers with complex CX deployments and work alongside partners to ensure full adoption, continued usage, and sustained value realization — with a sharp eye on mitigating churn risks. Establish technical standards and best practices for the team and the broader partner ecosystem, creating a consistent, high-quality experience across all partner-led engagements. Define and share adoption-focused best practices with partners to make Zoom CX products sticky — including onboarding plans, capability assessments, and adoption pathways. Risk Identification & Remediation Identify and flag risks within your customer segments. Collaborate with partners on remediation plans and provide relevant, actionable feedback to internal stakeholders. Proactively monitor deployment health and customer engagement signals to surface issues before they become churn events. Day-2 Operations & Partner Enablement Support Support partners with day-2 operational challenges in accounts, working closely with ZCX Partner SEs to drive partner enablement motions and mitigate future issues. Get up to speed — and stay up to date — on Zoom's rapid feature development across the delivered CX product set, translating new capabilities into high-value outcomes for customers. Install Base Management & Expansion Manage and maintain install base data accuracy, oversee service contract renewals, and identify expansion opportunities within the partner customer base. Work with partners to identify opportunities to engage with customers who don't have an active partner relationship and sell value-added services. Cross-Functional Collaboration Work closely with Partner, Product, Engineering, and Solution Engineering teams to funnel partner and customer feedback into product improvements, documentation, and enablement strategy. Influence the Zoom CX enablement roadmap based on partner needs and field realities. What You'll Bring Required Experience Minimum of 8 years of project engineering or technical experience with Customer Experience solutions (Contact Center, Workforce Engagement, Virtual Agents), At least 5 years of customer-facing experience. Experience working within a CX Practice at a Systems Integrator partner or equivalent environment. Proven experience deploying complex CCaaS solutions for enterprise customers is a strong plus. Previous experience in account management, customer success, or partner collaboration within the technology sector. Data-driven and organized, with experience managing and prioritizing a large portfolio of enterprise customers. Technical Depth Strong knowledge of: CCaaS and/or Virtual Agent technologies, including AI-driven customer experience solutions. SIP Protocol, RESTful APIs, WebRTC, and modern SSO/identity management technologies. SBC configuration, SIP trunks, voice gateways, and cloud telephony integrations. CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow, HubSpot, Zendesk) and proficiency in CRM software. Data analytics and reporting tools to measure contact center performance and customer experience metrics. Compliance requirements and security best practices for contact center environments (GDPR, HIPAA, PCI-DSS). Key Competencies Strong interpersonal and communication skills to manage relationships with both internal teams and external partners. Analytical skills with the ability to work with large datasets to identify trends and growth opportunities. Ability to work autonomously while maintaining strong collaboration with cross-functional teams. Customer-centric mindset focused on driving retention, adoption, and satisfaction. Proactive risk identification and problem-solving abilities to anticipate and mitigate churn before it occurs. Strong coaching and enablement skills to upskill partners and translate technical complexity into actionable guidance. Ability to rapidly learn and stay current with evolving product capabilities and translate them into customer value. Strategic thinking to balance day-to-day operational support with long-term partner ecosystem development. How You Work You think in customer outcomes, not feature lists. You see a partner's customer base as a portfolio to protect and grow. You enjoy coaching partners and making complex CX architectures feel approachable. You're proactive, data-driven, and comfortable operating with ambiguity in a fast-moving product environment. You'll take ownership of upskilling and equipping partners to be successful across the entire customer journey — from deployment through renewal. Guiding them on building trust, demonstrating value, and ensuring customers achieve their business objectives with Zoom CX. You collaborate tightly with Product, Engineering, Partner, and Customer Success teams — and you're energized by the challenge of turning technical depth into real-world retention and expansion.

Requirements

Minimum of 8 years of project engineering or technical experience with Customer Experience solutions (Contact Center, Workforce Engagement, Virtual Agents)
At least 5 years of customer-facing experience.
Experience working within a CX Practice at a Systems Integrator partner or equivalent environment.
Previous experience in account management, customer success, or partner collaboration within the technology sector.
Data-driven and organized, with experience managing and prioritizing a large portfolio of enterprise customers.
Strong knowledge of: CCaaS and/or Virtual Agent technologies, including AI-driven customer experience solutions.
SIP Protocol, RESTful APIs, WebRTC, and modern SSO/identity management technologies.
SBC configuration, SIP trunks, voice gateways, and cloud telephony integrations.
CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow, HubSpot, Zendesk) and proficiency in CRM software.
Data analytics and reporting tools to measure contact center performance and customer experience metrics.
Compliance requirements and security best practices for contact center environments (GDPR, HIPAA, PCI-DSS).
Strong interpersonal and communication skills to manage relationships with both internal teams and external partners.
Analytical skills with the ability to work with large datasets to identify trends and growth opportunities.
Ability to work autonomously while maintaining strong collaboration with cross-functional teams.
Customer-centric mindset focused on driving retention, adoption, and satisfaction.
Proactive risk identification and problem-solving abilities to anticipate and mitigate churn before it occurs.
Strong coaching and enablement skills to upskill partners and translate technical complexity into actionable guidance.
Ability to rapidly learn and stay current with evolving product capabilities and translate them into customer value.
Strategic thinking to balance day-to-day operational support with long-term partner ecosystem development.

Nice To Haves

Proven experience deploying complex CCaaS solutions for enterprise customers is a strong plus.

Responsibilities

Own a regional portfolio of customers with complex CX deployments and work alongside partners to ensure full adoption, continued usage, and sustained value realization — with a sharp eye on mitigating churn risks.
Establish technical standards and best practices for the team and the broader partner ecosystem, creating a consistent, high-quality experience across all partner-led engagements.
Define and share adoption-focused best practices with partners to make Zoom CX products sticky — including onboarding plans, capability assessments, and adoption pathways.
Identify and flag risks within your customer segments.
Collaborate with partners on remediation plans and provide relevant, actionable feedback to internal stakeholders.
Proactively monitor deployment health and customer engagement signals to surface issues before they become churn events.
Support partners with day-2 operational challenges in accounts, working closely with ZCX Partner SEs to drive partner enablement motions and mitigate future issues.
Get up to speed — and stay up to date — on Zoom's rapid feature development across the delivered CX product set, translating new capabilities into high-value outcomes for customers.
Manage and maintain install base data accuracy, oversee service contract renewals, and identify expansion opportunities within the partner customer base.
Work with partners to identify opportunities to engage with customers who don't have an active partner relationship and sell value-added services.
Work closely with Partner, Product, Engineering, and Solution Engineering teams to funnel partner and customer feedback into product improvements, documentation, and enablement strategy.
Influence the Zoom CX enablement roadmap based on partner needs and field realities.