Zoom Phone & Zoom Contact Center (C-563)

Costa RicaRemotemid

Other

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Quick Summary

Overview

SMASH, Who we are? We are agents for tech professionals across Latin America who help them build careers with companies in the United States. We believe in long-lasting relationships with our talent.

Technical Tools

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We are agents for tech professionals across Latin America who help them build careers with companies in the United States.

We believe in long-lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step.

We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but also by cultural fit. Our core competency is finding the right talent fast.

We purposefully move away from the traditional outsourcing relationship. Our clients are looking for professionals who become an integral part of their teams, and so are we.

What We Offer

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✓Wellness Coverage

✓Remote Work

✓Birthday day off

✓Recognition and rewards system

✓Referrals Program

✓Business skill coaching

✓English classes for Smashers and relatives

✓Learning opportunities

We are looking for experienced Zoom Implementation Engineers with proven hands-on expertise implementing Zoom Phone and/or Zoom Contact Center solutions for enterprise customers.

This is an immediate, customer-facing opportunity requiring engineers who can take ownership of a Zoom implementation project from day one, without substantial platform training or technical supervision.

The ideal candidate has personally delivered Zoom Phone and/or Zoom Contact Center implementations and can independently manage the technical lifecycle, including solution configuration, deployment, testing, troubleshooting, customer coordination, and production go-live.

This is an implementation-focused engineering position, not a general technical support role. Candidates must demonstrate practical deployment experience and the ability to serve as the primary technical engineer responsible for successful customer implementations.

Responsibilities

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Serve as the primary technical engineer for customer implementations involving Zoom Phone and/or Zoom Contact Center.
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Independently lead technical implementation activities from initial configuration through production go-live.
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Gather customer requirements and translate them into technical configurations and deployment plans.
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Design, configure, implement, and troubleshoot Zoom Phone environments.
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Configure Zoom Phone features such as call routing, auto receptionists, call queues, extensions, user provisioning, and phone numbers.
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Design and implement Zoom Contact Center environments, including queues, routing logic, call flows, and agent configurations.
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Configure and troubleshoot telephony connectivity, SIP, PSTN, and related voice infrastructure.
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Support phone number provisioning, porting, and migration activities.
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Perform integration and interoperability testing across Zoom platforms and customer environments.
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Execute functional testing, user acceptance testing (UAT), and pre-production validation.
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Identify and resolve technical issues during implementation, testing, and deployment.
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Lead technical troubleshooting during customer migrations and production cutovers.
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Coordinate and execute go-live activities, ensuring successful transitions into production.
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Provide post-deployment validation, troubleshooting, and stabilization support.
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Work directly with customers to communicate technical requirements, implementation progress, risks, and resolutions.
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Collaborate with network, infrastructure, security, and customer IT teams to resolve deployment dependencies.
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Troubleshoot network-related voice issues involving SIP, RTP, TCP/IP, DNS, DHCP, NAT, firewalls, and QoS.
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Develop technical documentation, implementation plans, configuration records, testing results, and handover materials.
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Provide technical guidance and knowledge transfer to customer support teams following deployment.
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Take ownership of technical delivery, proactively identifying risks and ensuring implementation milestones are achieved.

Requirements

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Proven hands-on experience implementing Zoom Phone and/or Zoom Contact Center solutions for customers.
Ability to independently serve as the primary implementation engineer from day one.
Demonstrated experience owning technical delivery, including configuration, testing, troubleshooting, and production go-live.
Ability to perform Zoom implementations without substantial platform training or ongoing technical supervision.
Practical experience configuring and deploying Zoom Phone and/or Zoom Contact Center environments.
Experience leading or independently executing customer-facing implementation projects.
Strong understanding of UCaaS and/or CCaaS technologies.
Hands-on experience with enterprise telephony, VoIP, and SIP.
Experience configuring call routing, call queues, users, extensions, and other relevant Zoom platform features.
Experience performing implementation testing, troubleshooting, and deployment validation.
Experience supporting customer migrations, production cutovers, and go-live activities.
Strong networking fundamentals, including TCP/IP, DNS, DHCP, NAT, firewalls, and QoS.
Ability to diagnose and resolve complex voice, connectivity, and configuration issues.
Strong technical documentation and implementation planning skills.
Excellent customer-facing communication and problem-solving abilities.
Ability to manage technical implementation responsibilities independently while collaborating with customer and internal teams.

Candidates must be able to provide specific examples of Zoom Phone and/or Zoom Contact Center projects they have personally implemented.

For each project, candidates should be prepared to explain:

The Zoom solution implemented and the scope of the customer environment.
Whether they served as the primary engineer or a supporting engineer.
The technical configurations they personally completed.
Their responsibilities during implementation, testing, and troubleshooting.
Their involvement in migration, cutover, and production go-live.
The technical challenges encountered and how they resolved them.
The final implementation outcome.

Candidates whose Zoom experience is limited to end-user support, ticket resolution, or general platform administration without hands-on implementation experience will not meet the primary requirements for this position.

Hands-on implementation experience with both Zoom Phone and Zoom Contact Center.
Zoom Phone and/or Zoom Contact Center certifications.
Experience migrating customers from legacy PBX or contact center platforms to Zoom.
Experience with SIP trunks, SBCs, and enterprise voice infrastructure.
Experience integrating Zoom solutions with CRM platforms such as Salesforce or Microsoft Dynamics.
Experience with Zoom APIs, webhooks, and third-party integrations.
Experience with SSO and identity management integrations.
Experience with additional UCaaS/CCaaS platforms such as RingCentral, Genesys Cloud, Cisco Webex, or Microsoft Teams Phone.
Experience working in Professional Services, Managed Services, or customer-facing consulting environments.
Experience implementing enterprise-scale or multi-site telephony and contact center deployments.