Roles & Responsibilities

The Technical Sales Architect role at Zoom plays a very important role in building the foundation of delivery of our technical solutions, specifically for Contact Center. We are looking for an architect with deep knowledge of the collaboration industry to help our solution engineers, sales associates and customers understand what makes the Zoom Communication platform run underneath the hood.

This individual serves to increase the technical relevance (Contact Center, etc) of our solutions engineering community. This includes creating technical white papers and validated infrastructure designs. Building lab guides, competitive tear downs and release documentation are a core part of defining the TSA role. 

TSAs will work with a cross-functional team to ensure that the products that we bring to market are successful in a wide variety of customer engagements. They must have the ability to clearly articulate the technical differentiators of a product and also work with the Product Management teams to continually improve the products. TSAs will collaborate with key partners such as development, product leadership, sales leadership,engineering senior technical and business executives to drive the architecture strategy by owning the technical direction of our platform and help prioritize development efforts. 

In addition it is important for TSAs to establish relationships with key architects across technology organizations and collaborate on promoting architectural standard methodologies. TSAs will lead a team to define, develop, maintain, and communicate the technology and platform strategy to all levels. The TSA team will serve as subject matter experts for our sales teams and our customers. They are responsible to help meet revenue goals by driving creative programs and participating in complex account strategy by delivering customer presentations, executive briefings and industry events. 

The ideal candidate will be self-driven and have a background in contact center, telephony, video and applications sales, knowledge of Zoom communication platform (Chat, Meetings, Video, Phone, Marketplace/API) and/or competitive equivalent.

Knowledge of Microsoft and application based competition (Microsoft, Five9, Amazon, Twilio, RingCentral, 8x8, Cisco, Genesys, Avaya, Pexip, etc) and expert level collaboration certifications such as CCIE are desirable.

As a Technical Sales Architect you will:

• Partner with product managers across platform, phone, meetings, and chat teams

• Help our product leaders build and prioritize platform contact center and integrations strategy

• Create and host trainings with our Solution Engineering community

• Build integration labs and provide interoperability recommendations

• Build and lead internal teams to drive cross organizational projects

• Collect customer and field feedback

• Create and maintain design and integration guides, troubleshooting guides, evaluation guides, application notes, technical white papers, presentations, videos and demonstrations for our solutions and products.

• Support sales efforts, some travel required

• Support product launch activities and assist with trade shows, conferences, executive briefings and technical training activities.

Skills Required

• Enterprise contact center experience, inclusive of WFO, WFM, PBX, dialer, ACD, CTI, VoIP, IVR/VRU, conversational IVR, and omni-channel routing

• Integration experience with CRM and Lead Management solutions such as Salesforce, Zendesk, Oracle, NetSuite, Velocify, Desk.com and Microsoft Dynamics

• Strong business acumen and executive presence

• Extensive customer and field experience

• Exceptional presentation skills and written/oral communication skills

• SaaS Collaboration sales experience i.e. web conferencing, cloud voice, UCaaS

• Minimum 5 years experience in contact center within the telephony and software applications industry 

• Excellent communication skills

• Create, present and document technical solutions

• Ability to present topics in a clear and concise manner to many levels of technical skill sets and audience sizes

• Expert level solution integration knowledge

Desired Skills

• End-to-end IT systems knowledge

• Ability to apply IT Systems knowledge to customer solution design

• Formulate and communicate a technical solution / vision

• Understand Zoom partner and ecosystem partners, products and applications

• Mentor developing team members

• Act as a leader when the situation warrants

• Be flexible and able to function in a high growth environment

• Natural leadership skills and the ability to work with all teams across the company

• Project management skills

Minimum Qualifications

• 5+ years in a customer or product team facing technical role required

• Thorough competitive knowledge (in their area of specialization) including solution, technology and product offerings.

• Zoom Communication platform and end-to-end positioning required

• Typically requires BS/BA (EE/CS) or equivalent.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

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