Product Engineer - Forward Deployment Management

We are looking for a Product Engineer focused on customer deployments for Agentic Voice AI to lead the deployment of next generation Zoom Virtual Agents. Leveraging LLMs and agentic frameworks to build highly automated conversational voice and chat agents for strategic customers.

The Zoom Virtual Agent team is dedicated to building state-of-the-art conversational AI solutions that resolve customer issues quickly and efficiently. Play a critical role in developing metrics, intelligence, and evaluation systems that drive continuous improvement using advanced LLMs and data science.

Responsibilities

• Leading multi-step conversational workflow design using agentic frameworks to enable LLM agents to execute complex multi-tool tasks, including database checks and transactions.
• Fine-tune the underlying Large Language Models (LLMs) to ensure optimal performance, low latency, and minimal hallucination in real-time voice conversations.
• Developing and deploy custom full-stack Python/JS to connect the agent's decision-making with customer back-end systems (CRM, ERP, knowledge bases) as external "tools."
• Crafting and iterating advanced LLM prompts (e.g., chain-of-thought, few-shot) to guide conversation, maintain context, and ensure accurate tool use in live voice interactions.
• Prompt-engineer TTS components (e.g., ElevenLabs, Azure, Cartesia) to fine-tune tone, pacing, emphasis, and prosody to context and brand.
• Conducting A/B testing and performance monitoring on TTS output, ensuring high acoustic quality, latency requirements, and emotional appropriateness.
• Acting as the embedded technical expert, working directly with customer engineering and executive teams to map complex business goals to agentic solutions.
• Managing end-to-end production deployments with continuous optimization and performance tuning driven by real-world voice traffic data.
• Translating field challenges, LLM failure modes, and TTS needs into actionable input for Core Engineering and Product to drive platform innovation.

What we’re looking for

• Have 3+ years in a technical, customer-facing role (FDE, Solutions Architect, Technical Lead) focused on AI/ML or highly technical SaaS products.
• Possess proven hands-on experience designing and deploying LLM solutions using modern agentic frameworks (e.g., LangChain, LlamaIndex, internal tools).
• Have deep expertise in voice stacks and TTS integration, using prompt engineering to control prosody, tone, and pacing.
• Possess proven ability to write and manage iterative prompts guiding both generative text logic and speech synthesis quality (prosody and emotion).
• Have solid software development skills in Python for prototyping, API integration, and production deployment, coupled with familiarity with modern DevOps practices.
• Own exceptional ability to distill complex AI and engineering concepts into clear, actionable insights for both technical teams and C-level executives.

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.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

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.