Product Adoption Expert - Contact Center
Position Overview
We are seeking a Product Adoption Expert – Contact Center to drive deep product adoption and maximize business value for Zoom Contact Center across our customer base. This role serves as the expert liaison between Product, Marketing, and Customer Success teams, ensuring best-in-class onboarding, workflows, and use cases are scaled across contact center customers, while being deployable for high-impact, high-complexity engagements.
This is a specialist role for someone who has lived inside contact center platforms — deploying, administering, or driving adoption on tools such as RingCentral, Dialpad, Amazon Connect, NICE inContact/CXone, Five9, Genesys, or Talkdesk — and understands the operational realities of running a CCaaS environment.
Key Responsibilities
Deployable Customer-Facing Engagements
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Contact Center Subject Matter Expertise: Serve as the adoption expert for Zoom Contact Center — routing/IVR design, omnichannel (voice, chat, SMS), agent/supervisor workflows, workforce management, quality management, and AI-assisted capabilities.
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Strategic Customer Support: Join customer calls and workshops to map contact center use cases and accelerate adoption of key workflows.
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Migration & Competitive Context: Advise customers transitioning from or running alongside other contact center platforms — anticipating parity gaps, workflow translation needs, and change-management friction.
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Cross-Team Collaboration: Partner with Customer Success Managers and Onboarding Managers during critical phases including launch, workflow integration, and renewals.
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Customer Education: Deliver customer-facing sessions including office hours, deep dives, and workflow clinics on contact center configuration, routing logic, and agent enablement.
Scalable & Programmatic Impact
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Asset Development: Collaborate with Product, Product Marketing, General Managers, and Enablement teams to build scalable adoption resources:Micro-learnings and step-by-step configuration guidesPlaybooks and success plans covering routing design, IVR best practices, and agent onboardingEducational webinars and customer campaigns, including migration-focused contentWorkflow and use case catalogs by vertical
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Program Management: Execute one-to-many initiatives including ongoing office hours, community forums, and customer champion sessions.
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Launch Support: Ensure new Contact Center feature launches include adoption-ready materials for immediate CSM and customer use.
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Product Feedback: Provide strategic feedback to Product teams based on adoption patterns, customer use cases, implementation blockers, and competitive gaps.
Success Metrics & KPIs
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Product Adoption Growth: Increase percentage of customers actively using key contact center features and workflows.
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Time-to-Adoption: Accelerate adoption timelines for new rollouts and migrations.
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Scalable Asset Reach: Maximize customer engagement through webinars, micro-learnings, and educational content.
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CSM Enablement Impact: Measure internal adoption of assets and reduction in repetitive support requests.
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Revenue Impact: Contribute to renewals and expansion opportunities tied to product adoption.
Products Supported
- Zoom Contact Center (primary focus)
- Zoom Phone
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ZVA / AI Companion (contact center use cases)
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Zoom Ecosystem: APIs, RTMs, Webhooks, integrations
Preferred Background
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Hands-on experience with contact center or unified communications platforms
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Experience in contact center administration, implementation, or adoption/customer success roles — understanding of routing design, omnichannel queues, workforce and quality management tools, and agent/supervisor experience
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Familiarity with migration dynamics between contact center platforms and change management for frontline agent teams
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Comfort speaking to both technical and operational stakeholders
Salary Range or On Target Earnings:
Minimum:
$76,800.00 Maximum:
$186,200.00
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