Job Summary
Zoom Collaboration Engineer (L3+) with 9+ years of experience in enterprise collaboration platforms, unified communications, video conferencing, and collaboration operations. Responsible for architecture support, platform administration, advanced troubleshooting, major incident management, service optimization, platform governance, integrations, and technical leadership for Zoom Collaboration services across global enterprise environments.
Key Responsibilities
Lead administration and support of Zoom Meetings, Zoom Rooms, Zoom Phone, Zoom Webinar, and Zoom Contact Center platforms. Drive platform stability, availability, performance, and service optimization initiatives. Troubleshoot complex audio, video, content-sharing, conferencing, and collaboration issues. Manage Zoom Room deployments, conference room technologies, and endpoint integrations. Support enterprise integrations with Microsoft 365, Active Directory, Entra ID, SSO, SAML, MFA, and calendar platforms. Lead platform upgrades, feature deployments, migrations, and technology refresh initiatives. Manage capacity planning, platform governance, licensing, and compliance requirements. Own Major Incident Management, Root Cause Analysis (RCA), and problem-resolution activities. Develop operational standards, service improvement roadmaps, and automation opportunities. Coordinate with Network, Security, Identity, Workplace Services, OEMs, and Vendors. Create executive reports, service dashboards, KPI/SLA reviews, and operational metrics. Provide technical leadership and escalation support to L1/L2 engineers. Support global operations and critical incident/on-call activities.
Skill Requirements
Strong expertise in Zoom Collaboration Platform Administration. Hands-on experience with Zoom Meetings, Zoom Rooms, Zoom Phone, Zoom Webinar, and Zoom Contact Center. Deep understanding of Unified Communications (UC), VoIP, Audio/Video Conferencing, and Collaboration Ecosystems. Experience integrating Zoom with Microsoft 365, Entra ID, Active Directory, SSO, SAML, and MFA. Strong understanding of networking concepts including TCP/IP, DNS, DHCP, QoS, Firewalls, Proxies, VPNs, and WAN optimization. Experience managing enterprise conferencing hardware and room collaboration technologies. Strong knowledge of ITIL processes including Incident, Problem, Change, Release, and Major Incident Management. Experience with ServiceNow, monitoring tools, reporting platforms, and operational analytics. Strong troubleshooting, RCA, stakeholder management, and vendor-management skills. Zoom Certified Administrator or equivalent collaboration platform certifications preferred.
Other Requirements
NA