Partner Solutions Engineer - Zoom Virtual Agent

About the Role

Join our team as a Partner Solutions Engineer for Zoom Virtual Agent (ZVA) and be at the forefront of technical enablement across our partner ecosystem. We're seeking an individual who deeply understands how Generative AI can be effectively integrated into customer experiences (CX) within contact centers and workflows.

Your primary mission will be to empower Zoom partners to confidently design, position, and deploy ZVA solutions. You will transform complex concepts related to Generative AI into accessible architectures, engaging demos, comprehensive labs, and actionable technical guidance tailored for real‑world applications.

If you possess the ability to articulate the functionality of large language models (LLMs), retrieval‑augmented generation (RAG), and agentic workflows in production environments, this position is for you.

What You'll Do

Partner Enablement & Content Creation

• Take ownership of technical enablement for Zoom Virtual Agent within our partner community.
• Develop and maintain user‑friendly technical content for partners, including:
  • Solution guides and reference architectures.
  • Interactive demo flows and lab exercises.
  • Best practices for deployment and design patterns.
  • Troubleshooting and escalation playbooks.
• Translate complex Generative AI concepts into clear, repeatable guidance aligned with Zoom's strategic roadmap.
• Continuously update enablement content as ZVA and its underlying AI capabilities improve.

ZVA Solution Strategy

• Become a Subject Matter Expert on Zoom Virtual Agent within our Customer Experience team.
• Design and document AI‑driven solutions that utilize:
  • Conversational AI and virtual agents.
  • RAG‑based knowledge grounding techniques.
  • Patterns for agent handoff, escalation, and orchestration.
• Clearly explain how ZVA functions, its value proposition, and its integration into broader CX workflows.
• Guide partners in using AI responsibly while addressing data handling and governance in ZVA deployments.

Partner‑Facing Technical Leadership

• Act as a trusted technical advisor for partners focused on CX and AI solutions.
• Lead workshops, deep dives, office hours, and bootcamps centered around ZVA.
• Support partner pre‑sales by validating architectures, conducting demos, and designing solutions.
• Enable partners to execute ZVA projects with minimal reliance on Zoom.

Market & Competitive Insight

• Stay informed on AI trends in CX, including virtual agents, agent assist, and automation.
• Help partners understand how ZVA excels in competitive CX discussions.
• Provide valuable feedback to Zoom's Product and Enablement teams to influence future roadmap and positioning.

What You Bring

Required Experience

• 4+ years in technical pre‑sales, solutions engineering, or AI consulting for SaaS/AI products.
• A strong grasp of Generative AI concepts and their application in business workflows.
• Proficient in prompt engineering and knowledgeable about how various frontier models function.
• Familiar with RESTful API integration principles, including authentication methods and JSON payloads.
• Excellent verbal communication skills; comfortable creating and delivering presentations and demos.
• A genuine passion for empowering partner success through technical expertise and guidance.

Desired Experience

• Experience enabling technology partners with technical documentation, solution guides, or reference architectures.
• Hands‑on experience implementing generative AI solutions via platforms like OpenAI, Azure OpenAI, Google, or similar providers.
• Experience integrating AI into enterprise solutions such as contact centers, CRMs, or workflow automation.
• Prior experience in contact center use cases such as virtual agents and chatbots is a plus.

Bonus Points

• Experience with advanced AI techniques like prompt orchestration or agent‑based workflows is advantageous.
• Background in software engineering, particularly with API/SDK development.
• Previous experience with Zoom Customer Experience or Zoom Contact Center is a plus.
• Knowledge of data privacy, security, and governance associated with AI systems is beneficial.

How You Work

• You think in use cases, not merely features.
• You have a passion for teaching and making complex AI concepts relatable.
• You are proactive and comfortable navigating ambiguity.
• You collaborate effectively with Product, Technical Sales Enablement, and Partner teams.
• You focus on outcomes that matter, not just architectural frameworks.

Salary Range or On Target Earnings

• Minimum: $131,200.00
• Maximum: $262,400.00

Note: Your starting pay will consider multiple factors, including experience and qualifications. For reference, our compensation structure may vary based on location.

About Us

At Zoom, we believe in building solutions that help people connect and succeed together. Our collaboration platform serves businesses through various products, including Zoom Contact Center, Zoom Phone, Zoom Events, and more. We seek problem‑solvers dedicated to delivering customer‑focused solutions in a fast‑paced environment.

Our Commitment

We are dedicated to fair hiring practices and ensuring every candidate is evaluated based on skill, experience, and potential. If you require accommodations during the hiring process, let us know—we are here to assist you.

We celebrate diversity and believe in the unique contributions of all team members. At Zoom, we are proud to be an equal opportunity employer and we ensure that all employment decisions are made without regard to race, religion, gender identity, sexual orientation, age, or disability status.

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