# Systems Engineer - Contact Center AI & Automation ## Summary - Organization: Zoom - Location: Bengaluru, India - Type: Full-Time - Department: N/A - Status: active - Posted: [object Object] - Updated: [object Object] - Closing Date: N/A - External Apply: Yes - External Apply URL: https://zoom.wd5.myworkdayjobs.com/Zoom/job/Bangalore-IND/Systems-Engineer---Contact-Center-AI---Automation_R18279-1 ## Details - Salary: N/A - Experience: N/A - Education: N/A - Team: N/A - Reporting To: N/A ## Description **About the job About The Role** We are seeking an experienced Systems Engineer to help design, implement, and optimise our contact centre infrastructure with a focus on AI-powered automation and CRM integrations. This role combines technical expertise in contact centre platforms with cutting-edge AI tools to enhance agent productivity and customer experience. **Key Responsibilities** - Design and maintain contact centre call flows, IVR systems, and routing strategies across multiple channels (voice, chat, email, SMS). - Implement and optimise AI-powered tools, including chatbots, virtual assistants, and intelligent routing systems. - Develop and maintain integrations between contactcentrer 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 centre solutions. **Required Qualifications** - Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). - 3+ years of experience with contact centre platforms (e.g., ZCC, Genesys, Five9, Amazon Connect, Cisco UCCE, Avaya) - Strong understanding of contact centre 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 the ability to explain technical concepts to non-technical stakeholders. - Strong understanding of security best practices, including JWT (JSON Web Token) authentication and authorisation 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 centre platforms or cloud technologies. - Understanding of compliance requirements (PCI-DSS, HIPAA, GDPR) in contact centre 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 centred 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 Centre, 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. ## Responsibilities None ## Skills None ## Tags None ## Organization - Name: Zoom - Website: www.zoom.com - Industry: IT Services and IT Consulting - Size: 5,001-10,000 employees - Founded Year: 2013 - Description: Bring teams together, reimagine workspaces, engage new audiences, and delight your customers –– all on the Zoom AI-first work platform you know and love. 💙 Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like AI Companion, Team Chat, Contact Center, Phone, Events, Rooms, Webinar, Contact Center and more, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind. Here, you'll find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.