Global Workforce Engagement Management Specialist

Zoom

12d • Remote

About The Position

Zoom is growing its global Contact Center Solution Engineering team and seeks a skilled Global Workforce Engagement Management Specialist. Expertise in Customer Experience, Workforce Management, and Quality Management is required. This pivotal global role focuses on enhancing employee engagement and transforming customer experiences through AI-driven innovations. The position involves showcasing Zoom’s native and integrated Workforce Engagement Management capabilities, emphasizing their ability to deliver measurable benefits to partners and customers worldwide. About the Team Reporting to the Head of Contact Center Solution Engineering, this role sits at the intersection of technology, customer success, and product innovation. You will collaborate closely with Product, Sales, and Customer Success Engineering (CSE) teams to showcase how Zoom’s WEM solutions enhance workforce performance, quality, and engagement. This is a strategic opportunity to influence Zoom’s CX ecosystem and help customers achieve operational excellence through intelligent workforce engagement.

Requirements

• 5+ years of experience in Workforce Engagement Management (WEM) using platforms such as Genesys, NICE, Verint, or Calabrio.
• Able to deliver engaging presentations and workshops to both technical and non-technical audiences.
• Demonstrate success influencing cross-functional stakeholders and leading without direct authority.
• Able business and technical acumen with expertise in Workforce Management, Quality Management, Reporting/Analytics, and AI.
• Demonstrate understanding of Workforce Engagement Management solutions, customer use cases, and strategies to drive stronger employee engagement.

Responsibilities

• Supporting Sales and CSE teams during the pre-sales cycle to demonstrate the value and differentiators of Zoom’s WEM solutions.
• Partnering with customers and Contact Center Solutions Engineers to understand requirements and identify how Zoom Workforce Engagement Management can exceed expectations.
• Collaborating with Product teams to share customer insights and drive innovation.
• Presenting and demonstrating WFM and QM solutions to customers, prospects, and partners.
• Leading technical talks and enablement sessions to highlight new innovations in the Workforce Engagement Management market.
• Serving as a trusted advisor on Zoom’s Workforce Engagement Management solutions for customers, prospects, and partners.
• Developing technical business plans to drive adoption and upsell opportunities for Zoom’s Workforce Engagement Management offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed