Partner Technical Advisor

Position:
Partner Technical Advisor

Company:
Zoom

Compensation:
Minimum: $97,600.00
Maximum: $225,700.00

Location:
Remote, United States

Employment type:
Full time

Work Arrangement:
Hybrid

Short Summary:
We're looking for a CX Partner Technical Advisor whose primary focus is driving successful partner-led implementations and long-term customer retention across Zoom's Customer Experience portfolio. This role is built for someone with deep Contact Center, Virtual Agent, and Workforce Engagement Management expertise.

Responsibilities:
- Own a regional portfolio of customers with complex CX deployments and work alongside partners to ensure full adoption, continued usage, and sustained value realization.
- Establish technical standards and best practices for the team and the broader partner ecosystem.
- Define and share adoption-focused best practices with partners.
- Identify and flag risks within customer segments and collaborate with partners on remediation plans.
- Support partners with day-2 operational challenges in accounts.
- Manage and maintain install base data accuracy and oversee service contract renewals.
- Work closely with Partner, Product, Engineering, and Solution Engineering teams to funnel partner and customer feedback into product improvements.

Requirement:
- Minimum of 8 years of project engineering or technical experience with Customer Experience solutions.
- At least 5 years of customer-facing experience.
- Proven experience deploying complex CCaaS solutions for enterprise customers is a strong plus.
- Strong knowledge of CCaaS and/or Virtual Agent technologies, SIP Protocol, RESTful APIs, and modern SSO/identity management technologies.
- Strong interpersonal and communication skills to manage relationships with both internal teams and external partners.

Benefits:
As part of our award-winning workplace culture, 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.