Contact Center Telephony & Virtual Agent Engineer (Zoom Contact Center)

Job Overview Level Up Talent Solutions is hiring a Contact Center Telephony & Virtual Agent Engineer for a client seeking an experienced professional to manage and optimize its Zoom Contact Center platform. This role is ideal for someone with a strong background in telephony engineering, IVR design, VoIP/SIP technologies, and AI-powered virtual agents who can help enhance customer experience and improve contact center operations.

Key Responsibilities

Administer and optimize Zoom Contact Center and Zoom Phone. Configure IVRs, call routing, queues, dial plans, and reporting. Design and improve customer self-service and call flows. Implement and support Virtual Agent / Conversational AI solutions. Troubleshoot VoIP, SIP, routing, call quality, and telephony issues. Support platform integrations, upgrades, and operational improvements.

Requirements

At least 3 years of experience in Contact Center or Telephony Engineering. Hands-on experience with Zoom Contact Center or similar CCaaS platforms. Strong knowledge of VoIP, SIP, IVR, and telephony administration. Experience with Virtual Agents or Conversational AI solutions. Background in Genesys, Cisco, Five9, Avaya, or Amazon Connect is an advantage.

Knowledge of Python, JavaScript, or APIs is a plus.