Zoom Contact Center Specialist

Zoom Contact Center Specialist Experience: 3+ years in contact center development, including at least 1 year supporting a live contact center production platform Role Overview We run a live Zoom Contact Center (ZCC) environment integrated with Zendesk with a Workato automation layer. This role develops, extends, and supports that platform: building and modifying ZCC flows and integration automations, delivering incremental enhancements, and owning production support for the existing environment. Key Responsibilities Development & Integration - - - - Build and modify ZCC flows, including scripted logic within the flow designer. Develop and extend Workato recipes connecting ZCC and Zendesk. Work safely inside complex existing automations built by others. Deliver scoped enhancement projects against given requirements. Production Support - - - Own the queue for ZCC moves, adds, and changes: queues, routing rules, skills, agent profiles, and flow logic. Diagnose issues spanning ZCC, Zendesk, and Workato using logs, audit history, and event timing. Act as escalation point for the tier-1 support operations team, and document routine work so it can move to them. Required Skills & Qualifications - - - - - - - Scripting: working proficiency in at least one of JavaScript, Python, or Ruby. Zoom Contact Center: hands-on with flow designer, queues, skills-based routing, and agent profiles. Integration / iPaaS development: able to build and safely modify complex multi-step automations in Workato or a comparable platform. REST APIs, JSON, webhooks: able to read a payload and trace a failure. Asynchronous / digital channels: work items, email, ticketing, chat. Voice, IVR, or dialer-only backgrounds are not a fit. SQL: basic (queries, joins, aggregation, date filtering). Production support: experience supporting a live platform, and comfort owning support work alongside development. Preferred - - - - - - - - Zendesk: working understanding of tickets, triggers, automations, groups, and SLAs. Administration is handled by a separate team and is not required. Workato: hands-on recipe development, including formula mode, callable recipes, and error handling Strength in more than one of JavaScript, Python, and Ruby Databricks or Spark SQL CRM/CTI integration experience, especially Zendesk Zoom Workforce Management or Quality Management Other CCaaS exposure: Five9, Genesys Cloud, NICE CXone, Amazon Connect Zoom Certified Contact Center Deployment Enabler Soft Skills - - Clear written English; much collaboration is asynchronous across time zones. Ownership mindset in production: tests before deploying, documents changes, knows when to escalate.