Product Adoption Expert - Contact Center

Zoom Video Communications
United States
Workplace: RemoteFull timeUSD 76,800 - 186,200 annuallyFunction: Communications, PR & CommunitySkills: ["Customer-facing facilitation","Cross-team collaboration","Strategic problem-solving","Workshop facilitation","Stakeholder communication"]

Drive deep adoption of Zoom Contact Center by acting as an expert liaison between Product, Marketing, and Customer Success. Lead customer-facing onboarding, workflow mapping, routing/IVR and omnichannel enablement, and competitive migration guidance across CCaaS platforms. Build scalable adoption assets (guides, playbooks, webinars, catalogs) and support feature launches with adoption-ready materials. Track adoption KPIs and provide product feedback based on real implementation patterns.

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FursaFursa
Zoom Video Communications
Zoom Video Communications
1 day ago

Product Adoption Expert - Contact Center

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Drive deep adoption of Zoom Contact Center by acting as an expert liaison between Product, Marketing, and Customer Success. Lead customer-facing onboarding, workflow mapping, routing/IVR and omnichannel enablement, and competitive migration guidance across CCaaS platforms. Build scalable adoption assets (guides, playbooks, webinars, catalogs) and support feature launches with adoption-ready materials. Track adoption KPIs and provide product feedback based on real implementation patterns.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community

Key Responsibilities

  • •Serve as the adoption expert for Zoom Contact Center, covering routing/IVR design, omnichannel capabilities, agent/supervisor workflows, workforce management, quality management, and AI-assisted capabilities.
  • •Join customer calls and workshops to map contact center use cases and accelerate adoption of key workflows.
  • •Advise customers migrating from or running alongside other contact center platforms, translating workflows and addressing change-management friction.
  • •Collaborate with Customer Success and Onboarding teams during launches, workflow integration, and renewals, providing customer-facing enablement sessions.
  • •Build scalable adoption resources (micro-learnings, configuration guides, playbooks, webinars, workflow/use case catalogs) and provide product feedback based on adoption patterns and implementation blockers.

Pay and Benefits

Salary: USD 76,800 - 186,200 annually

Key Requirements

  • •Hands-on experience with contact center or unified communications platforms.
  • •Experience in contact center administration, implementation, or adoption/customer success roles, including routing design and agent/supervisor workflows.
  • •Comfort speaking with both technical and operational stakeholders.
  • •Familiarity with migration dynamics between contact center platforms and change management for frontline agent teams.
  • •Ability to drive adoption of contact center capabilities such as omnichannel queues, workforce/quality management, and AI-assisted capabilities.
Experience:CCaaSUnified communicationsCustomer successContact center platformsPlatform migration
Skills:Customer-facing facilitationCross-team collaborationStrategic problem-solvingWorkshop facilitationStakeholder communication
Tech Stack:Zoom Contact CenterRingCentralDialpadAmazon ConnectNICE inContact/CXoneFive9GenesysTalkdeskZoom PhoneZVAAI CompanionAPIsRTMsWebhooksIntegrationsIVROmnichannel (voice, chat, SMS)

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