AI Forward Deployment Engineer (Professional Services)

What you can expect

The AI Forward Deployment Engineer is a customer-focused role within Zoom Professional Services. This position collaborates with clients to identify business needs, workflows, challenges, and goals, translating them into AI-driven use cases and designs. Responsibilities include leading discovery, strategizing solutions, and implementing scalable AI solutions using Zoom’s AI products. Tasks involve defining use cases, designing conversational experiences to enhance customer journeys, and executing solutions.

The role combines consulting, conversational design, and solution testing, requiring expertise in AI and automation for customer experience and contact centers.

*This person can be based in Japan, Singapore or Australia*

About the Team

With eight specialized departments, the engineering team functions as a highly collaborative, diverse powerhouse. Each department mission is to deliver seamless and innovative communication solutions. These range from software development and machine learning to quality assurance teams that work to create and maintain Zoom’s user-friendly interfaces and robust infrastructure. The team continues to push the boundaries of communication technology, bringing people together regardless of their physical distance.

Responsibilities

• Conducting discovery workshops to understand customer operations, service workflows, challenges, and business objectives.
• Identifying and validating AI automation opportunities by analyzing customer data, transcripts, and behavioral insights to drive actionable outcomes.
• Translating business goals into clear, measurable AI use cases and Virtual Agent strategies.
• Designing conversational experiences by defining intents, creating flows, building knowledge bases, managing escalation processes, and specifying integration requirements.
• Creating phased implementation roadmaps aligned with Zoom CX portfolio capabilities.
• Building and configure AI solutions within the customer’s Zoom platform.
• Guiding customers through testing, UAT, optimization, and go-live processes and collaborating with Sales, SCs, Product, and delivery teams to ensure end-to-end success.
• Contributing to internal knowledge assets and stay current with AI, CX, and contact center industry trends.

What we’re looking for

• 5+ years of experience in customer experience, contact center operations, conversational AI, or related advisory roles
• Professional proficiency in Japanese is strongly preferred, as this rolve involves direct engagement with Japanese-speaking clients
• Demonstrate the ability to guide customer discussions, identify business requirements, and present strategic recommendations effectively.
• Collaborate with technical teams to direct solution design or implementation effectively.
• Translate business challenges into automation or AI applications effectively.
• Possess experience in professional services or consulting with a focus on direct customer delivery.

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.