Systems Engineer - Contact Center AI & Automation
About the Role
We are seeking an experienced Systems Engineer to help design, implement, and optimize our contact center infrastructure with a focus on AI-powered automation and CRM integrations. This role combines technical expertise in contact center platforms with cutting-edge AI tools to enhance agent productivity and customer experience.
Key Responsibilities
Design and maintain contact center call flows, IVR systems, and routing strategies across multiple channels (voice, chat, email, SMS).
Implement and optimize AI-powered tools including chatbots, virtual assistants, and intelligent routing systems.
Develop and maintain integrations between contact center platforms and CRM systems (Salesforce, ServiceNow, Zendesk, etc.)
Build automation workflows to streamline agent processes and reduce manual tasks.
Monitor system performance, troubleshoot issues, and implement improvements to ensure optimal uptime and efficiency.
Collaborate with business stakeholders to understand requirements and translate them into technical solutions.
Create and maintain technical documentation for system configurations, integrations, and workflows.
Stay current with emerging technologies in AI, automation, and contact center solutions.
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
3+ years of experience with contact center platforms (e.g.,ZCC, Genesys, Five9, Amazon Connect, Cisco UCCE, Avaya)
Strong understanding of contact center call flows, IVR design, and omnichannel routing.
Hands-on experience implementing AI tools such as conversational AI, sentiment analysis, or predictive routing.
Proven experience with CRM integrations and API development (REST, SOAP, webhooks).
Proficiency in scripting languages (JavaScript, Python, etc.) for automation.
Experience with workflow automation tools or custom automation solutions.
Strong analytical and problem-solving skills.
Excellent communication skills with ability to explain technical concepts to non-technical stakeholders.
Strong understanding of security best practices, including JWT (JSON Web Token) authentication and authorization mechanisms.
Preferred Qualifications
Experience with AI/ML platforms.
Knowledge of cloud platforms (AWS, Azure, GCP) and their AI services.
Familiarity with data analytics and reporting tools (Tableau, Power BI, SQL).
Experience with workforce management (WFM) and quality management (QM) systems.
Certifications in contact center platforms or cloud technologies.
Understanding of compliance requirements (PCI-DSS, HIPAA, GDPR) in contact center environments.
ServiceNow Experience a Plus.
Demonstrated experience in project planning and requirements gathering for technical implementations.
#India
#Remote
#Bangalore
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
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. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.