Product Adoption Expert - Contact Center
$76,800–$76,800 year
RemoteUnited States
Job Summary
Lead Zoom Contact Center adoption by serving as a subject matter expert on routing, IVR design, omnichannel workflows, and AI capabilities. Join customer calls and workshops to map use cases, advise on migrations from competing platforms, and deliver education sessions on configuration and agent enablement. Collaborate with Product, Marketing, and Customer Success teams to build scalable assets like micro-learnings, playbooks, and vertical-specific catalogs. Execute one-to-many initiatives including office hours and community forums while providing strategic feedback on adoption patterns and implementation blockers to drive growth and reduce support friction.
Required Qualifications
- 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
Desired Qualifications
- Experience deploying, administering, or driving adoption on tools such as RingCentral, Dialpad, Amazon Connect, NICE inContact/CXone, Five9, Genesys, or Talkdesk
- Understanding of the operational realities of running a CCaaS environment
- Experience with Zoom Contact Center (primary focus)
- Experience with Zoom Phone
- Experience with Zoom Virtual Agent
- Experience with Zoom Ecosystem: APIs, RTMs, Webhooks, integrations
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