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CX Engineer
Full-time
Role Overview: CX Engineer
As a
CX Engineer
, you will
discover, design, build, test,
and
support
the
go-live
of Zoom Contact Center, Zoom AI and Zoom Phone for our enterprise and public sector clients across every industry.
You'll own the technical delivery of a client project from kick-off through to go-live. That means running discovery workshops, designing the solution, configuring the platform, testing it properly, training the client, porting their numbers and standing beside them on go-live day.
You'll work on:
Zoom Contact Center , including Quality Management and Workforce Management
Zoom AI , including Zoom Virtual Agent and AI Expert Assist
Zoom Phone & Zoom Workplace
You'll be designing how a client's customers, citizens or patients are routed, served and supported, then building it so it works in live operations. You will work alongside our Delivery Leads, PS Director, Software Engineers and Founders, with a lot of trust and autonomy.
Why This Role is Exciting
Real AI, in production: You'll design and build agentic AI agents with Zoom Virtual Agent and AI Expert Assist, with proper guardrails, for live contact centres handling real customer contacts.
End-to-end ownership: You will see a project through from kick-off to go-live, working on every phase to deliver meaningful outcomes for our clients.
Variety: One month it's a fast-growing retailer, the next it's a healthcare provider or a local authority. No two clients are the same.
Award-winning partner: We were the UK's first Zoom Contact Center partner in 2022, Zoom's CX Partner of the Year in 2024, and Solution Deployment Excellence Partner 2025.
Integration at the core: You'll connect Zoom to clients' CRMs and line-of-business systems, using our own IntegrationHub for Zoom platform.
First access to what's next: Zoom ships new CX and AI capability constantly. You'll be at the forefront of learning it, testing it and deploying it for clients early.
What You Will Be Doing
Most of your time is spent with clients, taking a project from kick-off to go-live, working with our internal teams to keep delivery on track and your product knowledge sharp.
Discovery & Requirements
Take part in project kick-off meetings with the client and our Technical Delivery Leads.
Lead discovery workshops to obtain and capture the client's requirements across contact centre, AI, and telephony.
Demo Zoom capability so the clients understand the “art of the possible” to help shape what they need.
Challenge requirements where there's a better way to solve the underlying problem.
Solution Design
Design CX and AI solutions that solve the client's problems, documented clearly for them to sign off.
Design IVR and call flows, queue and routing strategies, and agent and supervisor experiences.
Design agentic AI agents for Zoom Virtual Agent, including appropriate guardrails, escalation paths and handover to human agents.
Design data dip integrations into third-party systems, such as CRMs and case management platforms, to personalise and automate journeys.
Build & Configuration
Implement and configure Zoom Contact Center, Zoom AI and Zoom Phone to the signed-off design.
Configure Quality Management and Workforce Management to support how the client runs its operation.
Build and refine Zoom AI agents iteratively: test, tune, retest, until they perform reliably.
Testing & User Acceptance
Test everything you build end to end, including the unhappy paths, so every journey is robust when things go wrong.
Support the client through User Acceptance Testing, making sure defects are triaged and resolved quickly.
Training & Enablement
Train the client's training team on how their agents, supervisors and end users will use Zoom, so they can cascade it.
Deliver admin training and enablement sessions to the client's more technical staff, so they can run the platform day to day.
Number Porting & Go-Live
Manage the number porting process with the client and Zoom's porting team.
Prepare for go-live, making sure everyone knows what happens when, and what depends on what.
Provide hands-on support during go-live to make the transition smooth.
Project Governance
Attend weekly project calls with the client and contribute to weekly project status reports.
Work with our internal project team to keep Risks, Actions, Issues and Dependencies (RAID) clear, and the project plan accurate and up to date.
Learning & Sharing
Keep pace with Zoom's product roadmap, learning new features and capabilities as they launch.
Present at our weekly internal Show & Tell on what you've been building.
What We're Looking For
We're looking for someone who has already implemented contact centre or telephony platforms for clients, and wants to do it on the best platform, with AI at the centre. We value attitude and drive, but this role does need hands-on CX delivery experience.
Experience
Hands-on implementation of at least one cloud contact centre (CCaaS) platform for clients, such as Zoom Contact Center, Genesys Cloud, Amazon Connect, NICE CXone, Webex Contact Center, Five9 or Talkdesk.
Designing and building IVR and call flows, queues, routing and skills.
Running client-facing workshops and demos with both business and technical stakeholders.
Delivering projects through UAT and go-live, including supporting the client on the day.
Training client teams, both end users and administrators.
Skills
Solution design: You can turn a messy set of requirements into a clear design a client can sign off.
Telephony fundamentals: You understand numbers, DDIs, call routing and the number porting process.
Integration: You're comfortable with REST APIs and JSON, and can design a data dip into a third-party system.
Testing discipline: You test the unhappy path as thoroughly as the happy one.
Communication: You can explain technical concepts to non-technical people, in a workshop or a training session.
Organisation: You can run several client projects at once juggling competing priorities.
Ownership: You surface blockers early, and see things through rather than waiting to be chased.
Desirable
Zoom Contact Center, Zoom Phone or Zoom Virtual Agent experience or certifications.
Building conversational AI or virtual agents on any platform (e.g. Zoom Virtual Agent, Amazon Lex, Google Dialogflow, Microsoft Copilot Studio).
Quality Management or Workforce Management configuration.
Unified communications or enterprise telephony implementation (e.g. Zoom Phone, Microsoft Teams Phone, Webex Calling).
Public sector or regulated-industry client experience.
What We Offer
We believe in looking after our people and valuing their commitment to our mission. As part of our team, you'll enjoy a range of benefits designed to support your well-being and professional growth:
Bonus Scheme: Discretionary performance-based bonus.
Growth Shares: All employees receive Growth Shares so that you benefit from the company's future growth.
Generous Leave: 28 days holiday plus public holidays.
Birthday Off: Enjoy your birthday off every year.
Pension Plan: 5% matched pension contribution.
Healthcare: Private healthcare with Vitality.
Flexible Working: Flexible hours and the option to work abroad for up to 20 days per year.
Life Events Leave: Additional leave for major life moments.
Family Support: Generous maternity/paternity/adoption policy.
How to Apply
Send your CV and covering letter describing a contact centre, AI or telephony implementation you have delivered for a client (you don't need to name the client or employer). Please include:
The platform, and what the client needed it to do.
Your role, from discovery through to go-live.
One design decision you made (for example in an IVR, routing strategy, AI agent or integration) and why.
How you tested it, how the go-live went, and anything you would do differently.
Applications without the above will not be considered.
All applicants must have the existing right to live and work in the UK. Please note that this role is not eligible for visa sponsorship.
AI bots need not apply. No agencies please.
Send your covering letter & CV to
careers@acceleraate.com
Subject
CX Engineer
