Global Service Manager MSO

Zoom

2d • Remote

About The Position

As a ZCX Global Service Manager, you will collaborate closely with one of Zoom's largest customers. The GSM ensures the customers' success with Zoom products and services and delivers customer satisfaction and happiness. About the Team The GSM 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 valuable resources to 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.

Requirements

• Have a BD in Engineering/Computer Science/Technology or equivalent work experience.
• Have 3–5+ years supporting contact center or software environments in customer-facing roles.
• Have expertise in Zoom Contact Center or comparable platforms, with advanced troubleshooting abilities in call flows, queues, and routing configurations.
• Have expertise in IP Telephony, SIP, Managed Services, and frameworks related to IT service management principles.
• Demonstrate exceptional communication skills to convey technical concepts effectively to audiences without technical expertise.
• Demonstrate exceptional analytical abilities, expertise in solving complex problems, and proficiency in managing projects within enterprise or telecommunications environments.
• Have customer-focused and collaborative, able to build trust, address concerns diplomatically, and work flexibly across time zones when needed.

Responsibilities

• Serving as the primary technical contact for managed clients, owning their Zoom environment, configurations, and overall system health.
• Managing and troubleshoot complex Zoom Contact Center workflows, including call routing, IVR configurations, agent profiles, and queue management.
• Using Zoom Dashboards and telemetry tools to identify and resolve potential issues—such as audio/video quality degradation or intermittent call drops—before they impact the client’s business
• Configuring and optimizing Zoom AI Companion and AI-powered support tools (like Zoom Virtual Agent) to align with specific client business needs and workflows.
• Executing "Moves, Adds, Changes, and Deletions" (MACD) for Zoom Phone and Contact Center, ensuring seamless transitions during client organizational shifts.
• Diagnosing and resolve intricate issues involving VoIP, SIP, TCP/IP, DNS, and firewalls.
• Serve as a trusted technical subject matter expert, providing reporting, identifying trends, and recommending improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level