Position Overview

We are seeking a Product Adoption Expert - Contact Center to drive deep product adoption and maximize business value for Zoom Contact Center across our customer base. This role serves as the expert liaison between Product, Marketing, and Customer Success teams, ensuring best-in-class onboarding, workflows, and use cases are scaled across contact center customers, while being deployable for high-impact, high-complexity engagements.

This is a specialist role for someone who has lived inside contact center platforms - deploying, administering, or driving adoption on tools such as RingCentral, Dialpad, Amazon Connect, NICE inContact/CXone, Five9, Genesys, or Talkdesk - and understands the operational realities of running a CCaaS environment.

Key Responsibilities

Deployable Customer-Facing Engagements

• Contact Center Subject Matter Expertise: Serve as the adoption expert for Zoom Contact Center - routing/IVR design, omnichannel (voice, chat, SMS), agent/supervisor workflows, workforce management, quality management, and AI-assisted capabilities.
• Strategic Customer Support: Join customer calls and workshops to map contact center use cases and accelerate adoption of key workflows.
• Migration & Competitive Context: Advise customers transitioning from or running alongside other contact center platforms - anticipating parity gaps, workflow translation needs, and change-management friction.
• Cross-Team Collaboration: Partner with Customer Success Managers and Onboarding Managers during critical phases including launch, workflow integration, and renewals.
• Customer Education: Deliver customer-facing sessions including office hours, deep dives, and workflow clinics on contact center configuration, routing logic, and agent enablement.

Scalable & Programmatic Impact

• Asset Development: Collaborate with Product, Product Marketing, General Managers, and Enablement teams to build scalable adoption resources:Micro-learnings and step-by-step configuration guidesPlaybooks and success plans covering routing design, IVR best practices, and agent onboardingEducational webinars and customer campaigns, including migration-focused contentWorkflow and use case catalogs by vertical
• Program Management: Execute one-to-many initiatives including ongoing office hours, community forums, and customer champion sessions.
• Launch Support: Ensure new Contact Center feature launches include adoption-ready materials for immediate CSM and customer use.
• Product Feedback: Provide strategic feedback to Product teams based on adoption patterns, customer use cases, implementation blockers, and competitive gaps.

Success Metrics & KPIs

• Product Adoption Growth: Increase percentage of customers actively using key contact center features and workflows.
• Time-to-Adoption: Accelerate adoption timelines for new rollouts and migrations.
• Scalable Asset Reach: Maximize customer engagement through webinars, micro-learnings, and educational content.
• CSM Enablement Impact: Measure internal adoption of assets and reduction in repetitive support requests.
• Revenue Impact: Contribute to renewals and expansion opportunities tied to product adoption.

Products Supported

• Zoom Contact Center (primary focus)
• Zoom Phone
• ZVA / AI Companion (contact center use cases)
• Zoom Ecosystem: APIs, RTMs, Webhooks, integrations

Preferred Background

• 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

Salary Range or On Target Earnings:

Minimum:
$76,800.00

Maximum:
$186,200.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

08/31/26

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.

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