Senior Software Engineer, Post Sales Systems
Job Description: • Serve as the primary technical owner and architect for our Zoom Contact Center (CCaaS) platform, responsible for its overall configuration, health, and strategic roadmap. • Design, implement, and maintain all sophisticated interaction routing flows and treatment logic to optimize customer experience and agent efficiency. • Architect and build custom solutions using Python to create custom AI agents, platform extensions, and integrations for the live CCaaS environment. • Deploy, manage, and optimize native CCaaS-based AI solutions (e.g., real-time transcription, agent assist, sentiment analysis) to drive operational improvements. • Evaluate, select, and integrate third-party APIs for conversational AI, generative AI, and other critical services to enhance our platform. • Implement and manage real-time data processing workflows and API-driven services to connect our contact center with other business-critical systems. Requirements: • 6+ years of experience in a technical role (e.g., Solutions Architect, Sales Engineer, technical Product Manager) focused on enterprise software, SaaS, or AI. • 3+ years of direct, hands-on experience with contact center (CCaaS) and routing. • Proven experience with Python. • Strong proficiency with RESTful APIs, real-time data processing, and complex system integrations. • Strong proficiency with SQL and database management. • Experience managing the technical lifecycle of complex enterprise projects or products. Benefits: • Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Apply tot his job