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Sales Engineer - Zoom Phone

Zoom - Sydney, NSW

Source: uWorkin


Zoomies help the world connect — and deliver happiness while doing it. We set out to build the best video conferencing product for the enterprise, and today help people communicate better with products like Zoom Phone, Zoom Rooms, Zoom Video Webinars, Zoom Apps, and OnZoom.

We’re problem-solvers and self-starters, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and enjoy opportunities to advance your career in a diverse, inclusive environment.

The Solution Engineer role at Zoom is an exciting and rewarding position. The ideal Zoom Phone Solution Engineer is passionate about our Cloud Meeting vision, can act as a customer's trusted advisor and technical consultant, and will have exceptional experience in PBX/telephony systems

Roles & Responsibilities

  • Diagnoses and troubleshoots all Zoom Phone issues and assists customers to maintain stable integrated UC platform.
  • Perform advanced technical presentations for enterprise customers, and prospects through demonstrations, product overviews and sales presentations to delvier the value of Zoom Phone and UC Platform.
  • Troubleshoots and reproduces customer technical issues to resolution and/or escalate
  • Develop relationships with customers, sales and support teams, become a product and customer advocate, and provide world class technical support when needed
  • Applies expert knowledge of Zoom Communication services and phone technology
  • Responsible for training customer administration of Zoom Phone platform
  • Answers complex technical questions and offers workarounds for customer networks
  • Responds promptly to escalations while keeping detailed case notes
  • Manage escalated issues and collaborate with other internal departments to expedite resolution
  • Help develop and maintain customer facing and internal help articles
  • Perform lab testing, work with Architecture team
  • Presales Engineering of VOIP solutions
  • Provide subject expertise as required
  • Deep understanding of regulatory requirement

  • Knowledge of Zoom communication stack
  • Bachelor’s degree in business related field preferred
  • 5+ years’ experience in a customer focused role with understanding of customer communication requirments for enterprise business markets.
  • Strong technical troubleshooting skills, perseverance and patience
  • Experienced in Voice, Video, Contact Center, VOIP network architecture and technology including SIP, RTP, QoS, COS, codecs
  • Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.
  • Networking, IT or telecommunications certification is a plus
  • Experience supporting telecommunications, networking or Software-as-a-Service products
  • Ability to work efficiently in a highly demanding team-oriented and fast-paced environment
  • Ability to communicate and empathize with all levels of customers – executives, end users, developers
  • Self-motivated with the ability to dive right in, be effective and make a difference
  • Experience working with multiple departments and managing multiple tasks concurrently
  • Influencing from the Pre-Sales capacity the addition of new customers while retaining and expanding our footprint within our existing customers.
  • Contributing to the sales team and overall organization exceeding quota and expectations.

Explore Zoom
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