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Contact Center - Customer Experience Sales Specialist



Customer Service, Sales & Business Development
New York, NY, USA · Remote
Posted on Saturday, January 13, 2024

Zoom is looking for Account Executives with specialized experience in Contact Center sales, to sell our Zoom One Platform, partnering with direct sales account executives to prospect new opportunities and increase sales funnel. The Contact Center team supports larger global companies within a defined geographic territory.

About the Team

As a member of the Zoom Customer Experience team you will grow awareness, adoption, and deployment of Zoom Contact Center (CCaaS), Zoom Virtual Agent, and Zoom Engagement Management capabilities (WFO/WFM) across current Zoom customers as well as acting as a market evangelist within new Zoom customers and customer prospects. The overarching mission will be to help customers re-imagine their customer and employee experiences, building on the global Zoom infrastructure and introducing how customer and employee journeys are made better when leveraging AI to provide personalized, prescriptive, and proactive experiences.

About the Role

  • Effectively qualify leads and perform needs assessment, engaging technical resources

  • Meet or exceed sales objectives for assigned accounts/territory

  • Create, deliver, and manage client presentations, proposals and coordinate quarterly business reviews

  • Conduct high-level conversations with C-level and VP-level Executives

  • Utilize solution-selling and value-selling techniques to effectively guide sales processes to close

  • Develop and maintain business within existing accounts, manage large, complex sales situations and sales campaigns

  • Upsell and leverage business from new and established customer relationships

  • Work strategically with management to deliver forecasts, identify trending opportunities, challenges, and provide recommended solutions

  • Keep informed of product line, competition and industry trends

  • Leverage key customer relationships for video testimonials and case studies

  • Partner with sales Account Executives to upsell current customers and assist in closing potential customers

  • Develop a strong understanding of key product differentiators, sales methodologies and processes

  • Be an innovator that will help our global company discover new ways to sell our service and drive new business initiatives

  • Work closely with internal teams to drive customer feedback and improve product

  • Work strategically with management to deliver forecasts, identify trending opportunities/challenges, and provide recommended solutions

  • Develop go to market co-sell strategy (internal Zoom, alliance partner & channel partners)

  • Drive Partner Awareness & Expertise specifically in our Zoom Phone Contact Center integrations

  • Partner with Product/Engineering on Contact Center integrations & roadmap requirements

  • Continually enhance product and operational process knowledge to maintain role as a Zoom Contact Center subject matter expert

  • Deliver on-site and virtual learning & customer engagements

  • Willingness to flex hours to support global partners

Basic Skills Requirements

  • 8+ years Telephony Contact Center Sales or Sales Support Experience (Cloud & Premises PBX)

  • Experience leading others with product/services training; demo and sales guides; learning and training materials

  • Utilize Customer Relationship Management (CRM) tool

  • BA/ BS or equivalent experience

  • Ability to travel as needed

Preferred Skills Requirements

  • 10+ years Telephony Contact Center Sales or Sales Support Experience

  • 3+ years Cloud Contact Center Experience

  • Multilingual is a plus

  • Salesforce CRM experience, as well as Dynamics, Zoom Info, Discover Org

Salary Range or On Target Earnings:





At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:


In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Information about Zoom’s benefits is on our careers page here.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

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.

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. Click Learn for more information.

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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.