Job Summary
We are looking for an experienced Zoom Phone/UCC Level 3 Engineer with strong expertise in Zoom Native Phone/UCC technologies, collaboration platforms, and enterprise voice/video solutions. The role will be responsible for supporting, troubleshooting, managing, and improving Zoom Phone, Zoom Rooms, meetings, webinars, integrations, reporting, and related collaboration services in a global enterprise environment.
Key Responsibilities
Provide Level 3 support for Zoom Phone/UCC, Zoom Meetings, Zoom Chat, Zoom Recordings, call queues, Auto Receptionist/IVR, Zoom Rooms, Zoom Events, and Webinars. • Support Zoom Phone features including BYOC, BYOP, PSTN dial-ins, audio conferencing plans, PAC, emergency calling, call logs, monitoring dashboards, QoS, and MOS statistics. • Manage and troubleshoot Zoom Rooms, SIP/H.323 interoperability, endpoint provisioning, firmware upgrades, certified hardware, audio/video issues, and meeting controls. • Support integrations using native APIs, SDKs, webhooks, and automation tools across Zoom and related collaboration platforms. • Assess global outages, service alerts, incident trends, and participate in incident management, RCA, service requests, and problem management processes. • Manage user roles, RBAC access, reporting, monitoring, cloud recordings, transcripts, live monitoring, whiteboard, and collaboration platform governance. • Work closely with customer architects, project teams, and business stakeholders to understand requirements and deliver effective technical solutions. • Drive technical product enablement, user training, knowledge sharing, and continuous improvement initiatives.
Skill Requirements
8 to 10 years of experience in Zoom Native Phone/UCC technologies, including BYOC, BYOP, and enterprise collaboration architecture. • Strong hands-on knowledge of Zoom Meetings, Zoom Chat, Zoom Phone, Zoom Recordings, call queues, Zoom Rooms, Zoom Events, Webinars, and related Zoom services. • In-depth understanding of SIP and H.323 communication protocols, including TLS 1.2, audio codecs such as G.711, G.722, Opus, and video codec standards such as H.264/High Profile. • Experience with Zoom IP phones, analog phones, media packs, fax device support, telco peering, and enterprise voice troubleshooting. • Strong troubleshooting skills in SIP, packet captures, LAN/WAN, security, audio/video quality, and collaboration infrastructure. • Working knowledge of scripting and automation technologies such as .NET, C#, JavaScript, React, Azure Services, GitHub, and CI/CD pipelines. • Good understanding of ITIL processes including incidents, service requests, major incident management, problem management, and RCA. • Excellent communication, presentation, stakeholder management, problem-solving, and conflict management skills. • Ability to work effectively in large, global teams and manage project milestones across Zoom, Microsoft Teams, Slack, and Cisco Webex environments.
Other Requirements
Exposure to Microsoft Teams, Direct Routing, Live Events, Cisco Webex Meetings, and Slack. • Understanding of Agile methodology, Azure DevOps Boards, EPICs, features, user stories, sprints, and PI planning. • Experience working with customer architects and demonstrating a co-development mindset. • Knowledge of Zoom AI Companion, Zoom Survivability, Workvivo, Zoom Whiteboard, and advanced Zoom collaboration features. • Exposure to underlying AWS cloud infrastructure used for Zoom MMR, meeting zones, zone controllers, and web infrastructure. • Ability to develop requirements based on client inputs and provide performance/status reporting to project leads and leadership.