About the Role We are seeking an experienced Systems Engineer to help design implement and optimize our contact center infrastructure with a focus on AI-powered automation and CRM integrations This role combines technical expertise in contact center platforms with cutting-edge AI tools to enhance agent productivity and customer experience Key Responsibilities Design and maintain contact center call flows IVR systems and routing strategies across multiple channels voice chat email SMS Implement and optimize AI-powered tools including chatbots virtual assistants and intelligent routing systems Develop and maintain integrations between contact center platforms and CRM systems Salesforce ServiceNow Zendesk etc Build automation workflows to streamline agent processes and reduce manual tasks Monitor system performance troubleshoot issues and implement improvements to ensure optimal uptime and efficiency Collaborate with business stakeholders to understand requirements and translate them into technical solutions Create and maintain technical documentation for system configurations integrations and workflows Stay current with emerging technologies in AI automation and contact center solutions Required Qualifications Bachelor s degree in Computer Science Information Technology or related field or equivalent experience 3 years of experience with contact center platforms e g ZCC Genesys Five9 Amazon Connect Cisco UCCE Avaya Strong understanding of contact center call flows IVR design and omnichannel routing Hands-on experience implementing AI tools such as conversational AI sentiment analysis or predictive routing Proven experience with CRM integrations and API development REST SOAP webhooks Proficiency in scripting languages JavaScript Python etc for automation Experience with workflow automation tools or custom automation solutions Strong analytical and problem-solving skills Excellent communication skills with ability to explain technical concepts to non-technical stakeholders Strong understanding of security best practices including JWT JSON Web Token authentication and authorization mechanisms Preferred Qualifications Experience with AI ML platforms Knowledge of cloud platforms AWS Azure GCP and their AI services Familiarity with data analytics and reporting tools Tableau Power BI SQL Experience with workforce management WFM and quality management QM systems Certifications in contact center platforms or cloud technologies Understanding of compliance requirements PCI-DSS HIPAA GDPR in contact center environments ServiceNow Experience a Plus Demonstrated experience in project planning and requirements gathering for technical implementations India Remote Bangalore Ways of Working Our structured hybrid approach is centered around our offices and remote work environments The work style of each role Hybrid Remote or In-Person is indicated in the job description posting Benefits As part of our award-winning workplace culture and commitment to delivering happiness our benefits program offers a variety of perks benefits and options to help employees maintain their physical mental emotional and financial health support work-life balance and contribute to their community in meaningful ways About Us Zoomies help people stay connected so they can get more done together We set out to build the best collaboration platform for the enterprise and today help people communicate better with products like Zoom Contact Center Zoom Phone Zoom Events Zoom Apps Zoom Rooms and Zoom Webinars We re problem-solvers working at a fast pace to design solutions with our customers and users in mind Find room to grow with opportunities to stretch your skills and advance your career in a collaborative growth-focused environment Our Commitment At Zoom we believe excellent work happens when people feel supported and empowered We re committed to fair hiring practices that ensure every candidate is evaluated based on skills experience and potential If you require an accommodation during the hiring process let us know we re here to support you at every step If you need assistance navigating the interview process due to a medical disability please submit an Accommodations Request Form and someone from our team will reach out soon This form is solely for applicants who require an accommodation due to a qualifying medical disability Non-accommodation-related requests such as application follow-ups or technical issues will not be addressed

📌 Systems Engineer - Contact Center Ai & Automation (India)
🏢 Zoom Communications
📍 India