Technical Consultant - Chiyoda-ku, Tokyo, Japan

Zoom Video Communications
Tokyo
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Independent work","Problem-solving","Customer advocacy","Analytical thinking"]

Own technical success for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. Serve as the primary advisor for configuration, optimization, and escalation management, leading business reviews and technical sessions. Implement day-two updates across omnichannel engagement, design and tune conversational AI bots, analyze CX dashboards, and triage Tier 2/3 escalations with thorough root-cause documentation. Partner across Engineering, Product, Support, and Customer Success to drive customer value.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Zoom Video Communications
Zoom Video Communications
1 day ago

Technical Consultant - Chiyoda-ku, Tokyo, Japan

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own technical success for a portfolio of enterprise MSO accounts using Zoom Contact Center and Zoom Virtual Agent. Serve as the primary advisor for configuration, optimization, and escalation management, leading business reviews and technical sessions. Implement day-two updates across omnichannel engagement, design and tune conversational AI bots, analyze CX dashboards, and triage Tier 2/3 escalations with thorough root-cause documentation. Partner across Engineering, Product, Support, and Customer Success to drive customer value.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own the ongoing technical relationship for an enterprise MSO account portfolio, advising on configuration, optimization, and escalation management.
  • •Lead recurring cadence calls and business reviews, translating stakeholder objectives into actionable Zoom Contact Center and Zoom Virtual Agent strategies.
  • •Perform day-two configurations across channels, including flow updates, queue management, skill-based routing, IVR modifications, and virtual agent conversation changes.
  • •Design and refine Zoom Virtual Agent bots, including intent training, NLP tuning, and API/webhook integrations (e.g., Salesforce and ServiceNow) plus OAuth authentication flows.
  • •Manage Tier 2/3 escalation triage, analyzing CX metrics and call analytics, coordinating with Support/Engineering/Product, and documenting root-cause for critical incidents.

Key Requirements

  • •5+ years hands-on experience with cloud contact center platforms (Zoom Contact Center strongly preferred; Genesys, NICE, or Five9 accepted).
  • •Demonstrated experience with conversational AI and virtual agent platforms, including bot design, intent management, and NLP configuration.
  • •Strong command of contact center fundamentals such as ACD, IVR/IVA, skill-based routing, workforce management, and omnichannel engagement.
  • •Working knowledge of REST APIs, OAuth 2.0, webhooks, and CRM/ITSM integrations (including Salesforce and ServiceNow).
  • •Ability to translate call analytics and CX dashboard insights into clear, customer-facing recommendations.
Experience:5+ yearsCloud contact centerConversational AIEnterprise customer supportManaged services
Skills:CommunicationIndependent workProblem-solvingCustomer advocacyAnalytical thinking
Certifications:Zoom certificationsCCNA Collaboration
Tech Stack:Zoom Contact CenterZoom Virtual AgentSalesforceServiceNowREST APIsOAuth 2.0WebhooksJavaScriptNLPIVRACDSalesforce integrationITSM integrationOAuth-based authentication

Company Brief

Zoom Video Communications
Provides video conferencing, chat, phone, webinar, and collaboration software for businesses, schools, and individuals. Its platform is widely used for remote meetings, virtual events, and hybrid work communication.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2011
WebsiteLinkedIn