What you can expect

Zoom's Customer experience (CX) Systems Engineering team seeks an experienced and highly technical ServiceNow Developer with deep platform expertise to design, develop, and maintain advanced workflows, integrations, and custom solutions. The ideal candidate will demonstrate a solid understanding of ServiceNow platform architecture and proven ability to customize and extend platform capabilities to meet complex enterprise requirements.

About the Team

Zoom's Customer experience (CX) Systems Engineering team is responsible for designing, implementing, and maintaining platforms that enable efficient customer support through both AI and human agents. This includes ownership of omni-channel contact center solutions (Zoom Contact Center), support ticketing systems (ServiceNow), and customer service automation platforms.

Responsibilities

• Driving a deep Customer Service Management expertise to engineer high-scale case, SLA, knowledge, and omnichannel support workflows.

• Designing and building robust solutions across CSM, Flow Designer, Integration Hub, Script Includes, Business Rules, ACLs, Workspaces, portals, and event-driven automations

• Owning complex integrations across CRM, identity, and enterprise systems using REST, SOAP, webhooks, and data orchestration patterns.

• Building ServiceNow AI solutions using Now Assist, prompt orchestration, AI-powered agent experiences, and agentic workflows that automate triage, resolution, and next-best action
  

What we’re looking for

• Have a Bachelor's in Computer Science, Information Technology, or a related technical field

• Have 7+ years of hands-on ServiceNow development experience with proven track record of delivering enterprise solutions

• Own solid expertise in JavaScript, Glide API, Flow Designer, Business Rules, and ServiceNow scripting best practices

• Be a ServiceNow Certified Application Developer and/or ServiceNow Certified System Administrator

Salary Range or On Target Earnings:

Minimum:

Maximum:

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.

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

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!

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. 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. 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 great 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.