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Role OverviewTechnical Partner Advisor — Zoom Customer Experience We're looking for a CX Partner Technical Advisor in the US or Canada whose primary focus is driving successful partner-led implementations and long-term customer retention across Zoom's Customer Experience portfolio.
This role is built for someone with deep Contact Center, Virtual Agent, and Workforce Engagement Management expertise who knows how to translate that knowledge into scalable partner guidance, adoption strategies, and proactive risk management.
Your mission is to ensure Zoom's strategic partners can confidently deploy, support, and grow Zoom CX solutions across their customer base — without heavy Zoom involvement — by equipping them with the right technical standards, best practices, and ongoing operational support. You'll be the connective tissue between Zoom Product, Engineering, Partner teams, and the real-world service providers delivering Zoom Customer Experience every day.
What You'll DoPrimary Focus: Partner-Led CX Customer Success & Retention
Own a regional portfolio of customers with complex CX deployments and work alongside partners to ensure full adoption, continued usage, and sustained value realization — with a sharp eye on mitigating churn risks.
Establish technical standards and best practices for the team and the broader partner ecosystem, creating a consistent, high-quality experience across all partner-led engagements.
Define and share adoption-focused best practices with partners to make Zoom CX products sticky — including onboarding plans, capability assessments, and adoption pathways.
Risk Identification & Remediation
Identify and flag risks within your customer segments. Collaborate with partners on remediation plans and provide relevant, actionable feedback to internal stakeholders.
Proactively monitor deployment health and customer engagement signals to surface issues before they become churn events.
Day-2 Operations & Partner Enablement Support
Support partners with day-2 operational challenges in accounts, working closely with ZCX Partner SEs to drive partner enablement motions and mitigate future issues.
Get up to speed — and stay up to date — on Zoom's rapid feature development across the delivered CX product set, translating new capabilities into high-value outcomes for customers.
Install Base Management & Expansion
Manage and maintain install base data accuracy, oversee service contract renewals, and identify expansion opportunities within the partner customer base.
Work with partners to identify opportunities to engage with customers who don't have an active partner relationship and sell value-added services.
Cross-Functional Collaboration
Work closely with Partner, Product, Engineering, and Solution Engineering teams to funnel partner and customer feedback into product improvements, documentation, and enablement strategy.
Influence the Zoom CX enablement roadmap based on partner needs and field realities.
What You'll BringRequired Experience
Minimum of 8 years of project engineering or technical experience with Customer Experience solutions (Contact Center, Workforce Engagement, Virtual Agents),
At least 5 years of customer-facing experience.
Experience working within a CX Practice at a Systems Integrator partner or equivalent environment.
Proven experience deploying complex CCaaS solutions for enterprise customers is a strong plus.
Previous experience in account management, customer success, or partner collaboration within the technology sector.
Data-driven and organized, with experience managing and prioritizing a large portfolio of enterprise customers.
Technical DepthStrong Knowledge Of
CCaaS and/or Virtual Agent technologies, including AI-driven customer experience solutions.
SIP Protocol, RESTful APIs, WebRTC, and modern SSO/identity management technologies.
SBC configuration, SIP trunks, voice gateways, and cloud telephony integrations.
CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow, HubSpot, Zendesk) and proficiency in CRM software.
Data analytics and reporting tools to measure contact center performance and customer experience metrics.
Compliance requirements and security best practices for contact center environments (GDPR, HIPAA, PCI-DSS).
Key Competencies
Strong interpersonal and communication skills to manage relationships with both internal teams and external partners.
