Senior Software Engineer
About The Position
You will design and build end-to-end Quality Management capabilities for Zoom's Contact Center platform, spanning backend services, APIs, and user experiences. You will work independently on complex technical problems while partnering with Product, Design, and AI teams to integrate intelligent automation. You will deliver scalable solutions that empower global enterprises to evaluate, coach, and improve their contact center operations. About the Team We build Workforce Engagement Management solutions that help contact centers optimize quality and performance. Our team collaborates across engineering, product, and data science to deliver AI-powered tools. We exist to transform how enterprises measure, improve, and scale customer service excellence.
Requirements
- Demonstrate 5+ years of full-stack software engineering experience building distributed systems and user-facing applications
- Build backend services using Java and microservices architecture with strong understanding of scalability and reliability patterns
- Develop frontend applications using React, TypeScript, or similar modern frameworks
- Design RESTful APIs and work with both SQL and NoSQL databases in production environments
- Apply knowledge of Workforce Engagement Management, Quality Management, or Contact Center platform operations
- Integrate or consume AI/ML services and AI-powered tools in production systems
- Hold a Bachelor's or Master's degree in Computer Science, Engineering, or related field, or equivalent practical experience
- Deploy and operate services on cloud platforms such as AWS, GCP, or Azure with experience in event-driven architectures or real-time analytics
Responsibilities
- Designing and developing scalable backend services and APIs that power quality evaluation workflows including scoring, calibration, coaching, and analytics
- Building intuitive frontend experiences using modern frameworks that enable reviewers and supervisors to assess and improve agent performance
- Integrating AI/ML capabilities such as automated scoring, sentiment analysis, and insights generation by partnering with data science teams
- Owning technical architecture and data models for Quality Management features from design through production deployment
- Mentoring engineers through code reviews and technical discussions while contributing to engineering excellence and operational readiness
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
