About the Team
Zoom Contact Center is Zoom’s next-generation cloud-based customer engagement platform. Our team, Contact Center Intelligence , is at the forefront of this evolution, building an AI-powered analytics engine that acts as a virtual data analyst for our customers. We are moving beyond traditional reporting to create intelligent agents capable of understanding natural language, reasoning through complex data problems, and providing actionable insights to improve contact center efficiency.
About the Role
We are looking for a backend engineer with a passion for Generative AI to help us build the next generation of "Agentic" applications. In this role, you will design and implement the systems that allow LLMs to reason, plan, and execute complex analytical tasks reliably. You will work at the intersection of traditional software engineering and modern AI development, creating robust frameworks for multi-agent collaboration and complex problem solving.
Responsibilities
- Build Agentic Systems: Design and implement robust AI Agent architectures (e.g., ReAct, Multi-Agent Systems) that can autonomously plan and execute complex workflows.
- Core Backend Development: Develop scalable services using Java and Spring Boot to support high-performance AI applications.
- Prompt & Context Engineering: Design and optimize prompt strategies, context management systems, and agent memory to ensure high accuracy and relevance in LLM responses.
- Complex Task Planning: Build logic for decomposing ambiguous user requests into executable steps, handling dependencies and error recovery in non-deterministic AI flows.
- System Reliability: Engineer observability and evaluation frameworks to monitor agent performance, latency, and correctness in production.
- Collaboration: Partner with data scientists and product managers to translate complex analytical requirements into reliable engineering solutions.
About You
Basic Qualifications
- BS or MS in Computer Science, Engineering, or related field.
- 5+ years of software engineering experience.
- Strong proficiency in Java and the Spring Boot framework.
- Deep understanding of AI Agent architectures: Proven experience building applications using patterns like ReAct, Chain-of-Thought (CoT), or Multi-Agent orchestration.
- Hands-on experience with Prompt Engineering: Ability to design, test, and optimize prompts for complex reasoning tasks.
- Context & Memory Management: Experience designing systems for managing LLM context windows and long-term agent memory (e.g., Vector DBs).
- Experience designing and maintaining RESTful APIs and microservices.
- Solid understanding of database design (SQL/NoSQL).
Preferred Qualifications
- Data Analysis Background: Familiarity with statistical concepts or data analysis methodologies.
- Real-time Communication: Familiarity with streaming output protocols (e.g., SSE , WebSocket ) for real-time AI response delivery.
- Concurrency & Async Systems: Strong experience with asynchronous programming (e.g., Java CompletableFuture , Reactive Streams ) to optimize high-concurrency workflows.
- Observability: Experience with distributed tracing (e.g., OpenTelemetry) and observability tools to debug complex multi-agent interactions.
- Evaluation Pipelines: Experience building automated evaluation pipelines (LLMOps) to measure and monitor agent reliability, correctness, and latency in production.
- Experience with Vector Databases (e.g., Pinecone, Milvus) and Semantic Search.
- Familiarity with AI orchestration frameworks (e.g., LangChain, Semantic Kernel, AutoGen).
- Experience working with OLAP databases (e.g., ClickHouse) or large-scale data platforms.
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.
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.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
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