Senior Software Engineer

Job description

What You Can Expect You will design and build end-to-end Quality Management capabilities for Zoom's Contact Center platform, spanning backend services, APIs, and user experiences. You will work independently on complex technical problems while partnering with Product, Design, and AI teams to integrate intelligent automation. You will deliver scalable solutions that empower global enterprises to evaluate, coach, and improve their contact center operations. About the Team: We build Workforce Engagement Management solutions that help contact centers optimize quality and performance. Our team collaborates across engineering, product, and data science to deliver AI-powered tools. We exist to transform how enterprises measure, improve, and scale customer service excellence. Responsibilities: Designing and developing scalable backend services and APIs that power quality evaluation workflows including scoring, calibration, coaching, and analytics Building intuitive frontend experiences using modern frameworks that enable reviewers and supervisors to assess and improve agent performance Integrating AI/ML capabilities such as automated scoring, sentiment analysis, and insights generation by...