CX Engineer

Role overview

Client project delivery

• Lead discovery workshops, capture requirements, demonstrate platform capabilities and challenge requirements when another solution better addresses the problem.
• Design solutions, IVR and call flows, queues, routing, agent and supervisor experiences, and AI agents with guardrails and human handover.
• Design integrations and data dips into CRMs, case management platforms and other third-party systems.
• Configure Zoom Contact Center, Zoom AI, Zoom Phone, Quality Management and Workforce Management to approved designs.
• Build and refine AI agents; test end-to-end, support UAT and resolve defects.
• Train client teams and administrators; manage number porting and provide hands-on go-live support.
• Contribute to project calls, reports, RAID tracking and plans; keep current with Zoom products and share work internally.

Required experience

• Hands-on client implementation of at least one cloud contact centre platform, such as Zoom Contact Center, Genesys Cloud, Amazon Connect, NICE CXone, Webex Contact Center, Five9 or Talkdesk.
• Experience designing IVR and call flows, queues and routing; running client-facing workshops and demonstrations; and delivering UAT through go-live.
• Experience training client end users and administrators.
• Ability to produce clear solution designs; knowledge of telephony numbers, DDIs, routing and number porting.
• Comfort with REST APIs and JSON and designing integrations with third-party systems.
• Thorough testing discipline, including unhappy paths; communication, organization, ownership and ability to manage concurrent projects.

Desirable experience

• Zoom Contact Center, Zoom Phone or Zoom Virtual Agent experience or certifications; conversational AI or virtual agents on any platform.
• Quality Management or Workforce Management configuration; unified communications or enterprise telephony implementation.
• Public-sector or regulated-industry client experience.

Benefits

• Discretionary performance-based bonus, growth shares, 28 days' holiday plus public holidays, and a birthday day off.
• Matched pension contribution, private healthcare, flexible hours and option to work abroad up to 20 days per year.
• Additional life-events leave and family support policies.

Application

• Applicants must already have the right to live and work in the UK; visa sponsorship is not available.
• Apply with a CV and covering letter describing a client contact centre, AI or telephony implementation and the candidate's role, design decisions, testing and go-live experience.