Applied AI Engineer
WFA Digital Insight
As the demand for AI solutions surges, with an estimated 40% growth in AI adoption by 2027, Applied AI Engineers are in high demand. With expertise in voice stack and production integrations, professionals can significantly enhance customer experiences. Zoom's innovative approach to remote work and commitment to employee well-being make it an attractive employer. Before applying, candidates should understand the importance of collaboration between sales, product, and engineering teams and be prepared to demonstrate their technical expertise in AI and ML. The role requires a unique blend of technical skills and business acumen, making it an exciting challenge for the right candidate.
Job Description
About the Role
The Applied AI Engineer role at Zoom is a unique opportunity to work on cutting-edge AI solutions, focusing on voice experiences and integrations. As a key member of the team, you will be responsible for deploying production-ready AI agents, ensuring seamless customer experiences, and driving revenue growth. The role involves close collaboration with sales, product, and engineering teams to identify technical value and develop strategic solutions.The Applied AI Engineer will be part of a dynamic team that bridges the gap between sales and engineering, providing hands-on technical validation and support. The team's primary objective is to convert pilots into production systems, ensuring that every deployment is faster and more efficient than the previous one. This role offers a chance to work on real-world problems, develop innovative solutions, and contribute to the growth of Zoom's product roadmap.
The team at Zoom is committed to delivering exceptional customer experiences, and the Applied AI Engineer will play a critical role in achieving this goal. With a focus on remote work and flexibility, Zoom provides an ideal environment for professionals who thrive in collaborative and dynamic settings.
What You Will Do
- Design and deploy production-ready AI agents during proof-of-concept engagements, integrating with customer CRMs, telephony systems, and knowledge bases using Python and TypeScript
- Engineer voice experiences by tuning speech synthesis, turn-taking, and barge-in across providers to match customer requirements and call profiles
- Build evaluation frameworks with scripted tasks and adversarial scenarios that measure resolution rate, containment, and customer satisfaction as deployment gates
- Capture product gaps and contribute structured feedback to Engineering, generalising field solutions into reusable platform capabilities
- Transition successful pilots to Professional Services or partners with clear documentation, playbooks, and recommendations for ongoing operation
- Develop and maintain technical documentation, ensuring that all stakeholders have access to up-to-date information
- Collaborate with cross-functional teams to identify and prioritize new features and improvements
- Participate in code reviews and contribute to the improvement of the overall code quality
- Stay up-to-date with industry trends and emerging technologies, applying this knowledge to drive innovation and growth
What We Are Looking For
- 4+ years of experience in customer-facing technical roles, shipping complex SaaS or AI/ML solutions (Solutions Engineering, Technical Account Management, or similar)
- Experience deploying LLM-based agents with tool use, multi-step orchestration, and guardrails into production customer environments
- Voice stack expertise across ASR, TTS, turn-taking, and barge-in, including tuning at least one major provider (ElevenLabs, Azure, Cartesia, or similar)
- Proficiency in building production integrations in Python with working knowledge of TypeScript or Go, connecting enterprise systems such as CRMs and telephony platforms
- Ability to write tests, log failures, and iterate against measurable targets to validate agent performance before go-live
- Excellent communication skills, with the ability to explain technical concepts to business and engineering stakeholders with clarity and confidence
- Contact centre domain knowledge (Genesys, Five9, NICE, Zoom Contact Center) or experience with AI agent platforms (Decagon, Sierra, or similar)
- Contribution to voice agent benchmarks, open-source projects, or experience deploying in regulated industries (healthcare, financial services, telecom)
Nice to Have
- Experience with Zoom's products and services, including Zoom Contact Center and Zoom Phone
- Knowledge of cloud-based technologies, such as AWS or Azure
- Familiarity with DevOps practices and tools, such as Jenkins or Docker
- Participation in hackathons or coding challenges, demonstrating innovative problem-solving skills
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a dynamic and innovative company
- Collaborative and flexible work environment
- Access to cutting-edge technologies and tools
- Professional development opportunities, including training and education programs
- Recognition and reward programs, acknowledging outstanding performance and contributions
- Comprehensive health and wellness programs, supporting physical and mental well-being
- Generous paid time off and holidays, ensuring a healthy work-life balance
- Remote work stipend, supporting the transition to a remote work environment
- Equity and stock options, providing a sense of ownership and investment in the company's growth and success
How to Stand Out
- Develop a strong portfolio showcasing your experience with AI and ML solutions, highlighting your expertise in voice stack and production integrations.
- Prepare to demonstrate your technical skills, including proficiency in Python, TypeScript, and Go, and experience with cloud-based technologies.
- Research Zoom's products and services, including Zoom Contact Center and Zoom Phone, to understand the company's goals and vision.
- Emphasize your ability to communicate technical concepts to non-technical stakeholders, highlighting your experience in customer-facing technical roles.
- Be prepared to discuss your experience with DevOps practices and tools, and your knowledge of regulated industries such as healthcare and finance.
- Show enthusiasm for innovative problem-solving and a willingness to learn and adapt to new technologies and challenges.
- Highlight any experience with hackathons or coding challenges, demonstrating your ability to work under pressure and think creatively.
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