What You Can Expect

You will design and build end-to-end Quality Management capabilities for Zoom's Contact Center platform, spanning backend services, APIs, and user experiences. You will work independently on complex technical problems while partnering with Product, Design, and AI teams to integrate intelligent automation. You will deliver scalable solutions that empower global enterprises to evaluate, coach, and improve their contact center operations.

About the Team

We build Workforce Engagement Management solutions that help contact centers optimize quality and performance. Our team collaborates across engineering, product, and data science to deliver AI-powered tools. We exist to transform how enterprises measure, improve, and scale customer service excellence.

Responsibilities

• Designing and developing scalable backend services and APIs that power quality evaluation workflows including scoring, calibration, coaching, and analytics

• Building intuitive frontend experiences using modern frameworks that enable reviewers and supervisors to assess and improve agent performance

• Integrating AI/ML capabilities such as automated scoring, sentiment analysis, and insights generation by partnering with data science teams

• Owning technical architecture and data models for Quality Management features from design through production deployment

• Mentoring engineers through code reviews and technical discussions while contributing to engineering excellence and operational readiness

What We're Looking For

• Demonstrate 5+ years of full-stack software engineering experience building distributed systems and user-facing applications

• Build backend services using Java and microservices architecture with strong understanding of scalability and reliability patterns

• Develop frontend applications using React, TypeScript, or similar modern frameworks

• Design RESTful APIs and work with both SQL and NoSQL databases in production environments

• Apply knowledge of Workforce Engagement Management, Quality Management, or Contact Center platform operations

• Integrate or consume AI/ML services and AI-powered tools in production systems

• Hold a Bachelor's or Master's degree in Computer Science, Engineering, or related field, or equivalent practical experience

• Deploy and operate services on cloud platforms such as AWS, GCP, or Azure with experience in event-driven architectures or real-time analytics

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.