Product Adoption Expert - Contact Center

Zoom

2d • $76,800 - $186,200 • Remote

About The Position

We are seeking a Product Adoption Expert – Contact Center to drive deep product adoption and maximize business value for Zoom Contact Center across our customer base. This role serves as the expert liaison between Product, Marketing, and Customer Success teams, ensuring best-in-class onboarding, workflows, and use cases are scaled across contact center customers, while being deployable for high-impact, high-complexity engagements. This is a specialist role for someone who has lived inside contact center platforms — deploying, administering, or driving adoption on tools such as RingCentral, Dialpad, Amazon Connect, NICE inContact/CXone, Five9, Genesys, or Talkdesk — and understands the operational realities of running a CCaaS environment.

Requirements

• Hands-on experience with contact center or unified communications platforms
• Experience in contact center administration, implementation, or adoption/customer success roles — understanding of routing design, omnichannel queues, workforce and quality management tools, and agent/supervisor experience
• Familiarity with migration dynamics between contact center platforms and change management for frontline agent teams
• Comfort speaking to both technical and operational stakeholders

Responsibilities

• Serve as the adoption expert for Zoom Contact Center — routing/IVR design, omnichannel (voice, chat, SMS), agent/supervisor workflows, workforce management, quality management, and AI-assisted capabilities.
• Join customer calls and workshops to map contact center use cases and accelerate adoption of key workflows.
• Advise customers transitioning from or running alongside other contact center platforms — anticipating parity gaps, workflow translation needs, and change-management friction.
• Partner with Customer Success Managers and Onboarding Managers during critical phases including launch, workflow integration, and renewals.
• Deliver customer-facing sessions including office hours, deep dives, and workflow clinics on contact center configuration, routing logic, and agent enablement.
• Collaborate with Product, Product Marketing, General Managers, and Enablement teams to build scalable adoption resources: Micro-learnings and step-by-step configuration guides, Playbooks and success plans covering routing design, IVR best practices, and agent onboarding, Educational webinars and customer campaigns, including migration-focused content, Workflow and use case catalogs by vertical.
• Execute one-to-many initiatives including ongoing office hours, community forums, and customer champion sessions.
• Ensure new Contact Center feature launches include adoption-ready materials for immediate CSM and customer use.
• Provide strategic feedback to Product teams based on adoption patterns, customer use cases, implementation blockers, and competitive gaps.

Benefits

• Award-winning workplace culture
• Commitment to delivering happiness
• Benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

What This Job Offers

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