Senior Software Engineer, Zoom Contact Center

Zoom • San Jose, CA

1d • Hybrid

About The Position

What You Can Expect You will architect the intelligent dialing engine that powers millions of automated customer interactions daily. Using Java and Spring Boot, you will optimize pacing algorithms and real-time call control systems. You will deliver scalable infrastructure that maximizes agent productivity while ensuring regulatory compliance and system reliability. About the Team We build Zoom Contact Center's Dialer and Outbound Engagement platform. Our team designs high-performance systems that automate proactive customer outreach across voice and digital channels. We solve complex problems in real-time communication at massive scale.

Requirements

• Bring 5+ years of software engineering experience building large-scale distributed systems with proven production impact
• Demonstrate advanced programming skills in Java and Spring Boot framework for backend service development
• Design high-concurrency architectures using multithreading, distributed locking mechanisms, and state management patterns
• Build and optimize systems using relational and NoSQL databases (MySQL, DynamoDB, Redis, MongoDB)
• Create high-throughput RESTful APIs and microservices with CI/CD pipelines, containerization (Docker/Kubernetes), and cloud-native services (AWS)
• Communicate clearly and collaborate effectively with cross-functional teams to deliver practical solutions

Nice To Haves

• Apply hands-on experience with outbound dialing systems (Predictive, Power, Preview) or telephony protocols (SIP, RTP, WebRTC)
• Leverage knowledge of CPaaS platforms (FreeSWITCH, Asterisk, Twilio), telecom regulations (TCPA, STIR/SHAKEN, GDPR), or observability stacks (Prometheus, Grafana, ELK)

Responsibilities

• Architecting and implementing scalable backend services for the dialer engine using Java and Spring Boot, focusing on high-concurrency task scheduling and real-time call control
• Developing and refining pacing algorithms (Predictive, Progressive, Power) to maximize agent utilization while minimizing call abandonment rates
• Building integrations with MySQL, DynamoDB, Redis, and Elasticsearch to manage large-scale lead lists and campaign data across distributed systems
• Implementing compliance features including DNC management, time-zone-aware dialing logic, and regulatory safeguards for automated outreach
• Driving system reliability through monitoring, logging, alerting, on-call support, and root cause analysis for production incidents under peak loads

Benefits

• As part of our award-winning workplace culture and commitment to delivering happiness, our 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
• Number of Employees: 5,001-10,000 employees