Zoom Engineers (C-563)

SMASH, Who we are?

We are agents for tech professionals in Costa Rica and Colombia that help them build careers 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 as a cultural fit. Our core competency is to find the right talent fast.

We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

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Our Benefits

• Wellness Coverage
• Remote Work
• Birthday day off
• Recognition and rewards system
• Referrals Program
• Business skill coaching
• English classes for Smashers and relatives
• Learning opportunities

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This position is Remote to work with a US Company; you will require to have Citizenship or a work permit from Costa Rica to apply for this role.

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Role summary

You will implement and support Zoom communications and customer-experience solutions, with an initial focus on Zoom Phone and progressive ownership of Zoom Contact Center implementations. You will combine hands-on UCaaS/CCaaS expertise, technical consulting, troubleshooting, and customer collaboration to deliver reliable cloud communications solutions.

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Responsibilities

• Implement and configure Zoom Phone solutions based on approved technical designs and customer requirements.
• Configure sites, users, telephone numbers, calling packages, auto receptionists, call queues, routing rules, voicemail, emergency calling, policies, and supported endpoints.
• Support number inventory, porting preparation, user migrations, device deployments, production cutovers, and post-launch stabilization.
• Configure Zoom Contact Center components, including flows, queues, skills, routing profiles, operating hours, dispositions, users, and supported channels.
• Develop and execute functional, routing, failover, and User Acceptance Testing (UAT) scenarios.
• Troubleshoot call routing, provisioning, endpoints, voice quality, integrations, and administrative issues.
• Support integrations involving CRM platforms, identity management, APIs, webhooks, recording, and reporting solutions.
• Participate in customer discovery workshops and translate technical and operational requirements into accurate platform configurations.
• Collaborate with architects, Project Managers, carriers, vendors, customer administrators, and support teams throughout implementation engagements.
• Maintain configuration records, test results, issue logs, runbooks, and as-built technical documentation.
• Deliver administrator and operational knowledge-transfer sessions to customers.
• Communicate project status, risks, dependencies, and technical issues while escalating high-risk concerns with appropriate diagnostic information.

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Requirements – Must-haves

• 3+ years of experience implementing or supporting CCaaS, UCaaS, cloud telephony, or related communications technologies.
• Hands-on experience implementing and administering Zoom Phone.
• Experience with Genesys Cloud CX or another enterprise contact center platform.
• Understanding of contact center concepts, including queues, routing, IVR/interaction flows, business hours, reporting, and contact center operations.
• Working knowledge of cloud telephony, PSTN concepts, number management, endpoints, and call routing.
• Experience supporting implementations, migrations, testing, cutovers, and production stabilization.
• Working knowledge of network troubleshooting as it relates to voice and cloud communications.
• Ability to execute approved technical designs independently with limited supervision.
• Strong troubleshooting, analytical, technical documentation, and task-management skills.
• Strong customer-facing communication and consulting skills.

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Nice-to-haves (optional)

• Hands-on experience implementing Zoom Contact Center.
• Experience with Zoom APIs, webhooks, integrations, analytics, and administrative tools.
• Experience integrating CRM, identity management, or other enterprise applications with UCaaS/CCaaS platforms.
• Knowledge of SIP, network quality, emergency calling, security, and compliance concepts.
• Experience with contact center recording and reporting solutions.
• Zoom technical certifications or relevant UCaaS/CCaaS certifications.

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Languages

• English C1
• Spanish C1