Zoom Video Communications
What you can expect
Zoom’s Customer Experience (CX) Systems Engineering team is looking for an experienced and highly technical ServiceNow Developer. You'll bring deep expertise in the Customer Service Management (CSM) module to design, develop, and maintain advanced workflows, integrations, and solutions. The ideal candidate will possess a solid understanding of the ServiceNow platform architecture and be well-versed in customizing and extending CSM capabilities to meet complex enterprise requirements. This position requires a highly driven self-starter with a "can-do" attitude who will take ownership of projects to deliver measurable value to key business stakeholders.
About the Team
Zoom’s Customer Experience (CX) Systems Engineering team is responsible for designing, implementing, and maintaining platforms that enable efficient customer support through virtual and live agent channels. This includes ownership of omni-channel contact center solutions (Zoom Contact Center), support ticketing systems (ServiceNow), and customer service automation platforms.
Responsibilities
Designing and maintaining solutions in CSM and Knowledge Management modules, including case lifecycle customizations, SLAs, playbooks, Widgets, and Service Portals.
Implementing and managing Business Rules, ACLs, UI Policies, and other platform logic.
Configuring Now Assist for CSM, implementing AI Skills (classification, prediction, similarity, summarization) into service workflows.
Developing REST/SOAP integrations with external platforms (e.g., Zoom Contact Center, Salesforce) using IntegrationHub, MID Servers, and Scoped Apps.
Following ServiceNow development best practices, using Update Sets, Scoped Applications, Git, and ATF.
Monitoring and optimizing platform performance using script includes, asynchronous processing, and Performance Analytics.
What we’re looking for
Hold a Bachelor in Computer Science, Information Technology, or related field.
7+ years of hands-on ServiceNow development, including 2+ years in CSM.
Expertise in JavaScript, Glide API, Flow Designer, Business Rules, and CSM-specific scripting.
Experience with IntegrationHub, MID Server, AI/ML capabilities, and external API integrations.
Familiarity with Configurable Workspace, UI Builder, Playbooks, DevOps practices, and ATF.
Proficiency with programming languages: NodeJS, Java, SQL.
Ways of Working
Our structured hybrid approach centers around our offices and remote work environments. The work style—Hybrid, Remote, or In-Person—is indicated in the job posting.
Benefits
Our benefits program offers perks and options to support your physical, mental, emotional, and financial health, work-life balance, and community involvement. Click
Learn
for more information. About Us Zoom helps people stay connected to get more done together. We build the best collaboration platform for the enterprise, including Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We are problem-solvers working at a fast pace to design solutions with our customers and users in mind. Join us to grow your career in a diverse, inclusive environment. Our Commitment We value the contributions of all Zoomies and are committed to an inclusive culture. We do not discriminate based on race, religion, gender identity, sexual orientation, age, or disability. Zoom is proud to be an equal opportunity employer. If you require accommodations during the hiring process, please contact us at careers@zoom.us. Salary Range or On Target Earnings: Minimum: $87,600.00 Maximum: $186,000.00 Zoom considers total compensation, including base salary, bonus, and equity. Starting pay depends on qualifications and experience, and varies by location. Application deadline is 11/03/25. We encourage you to apply early and look forward to your application.
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Learn
for more information. About Us Zoom helps people stay connected to get more done together. We build the best collaboration platform for the enterprise, including Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We are problem-solvers working at a fast pace to design solutions with our customers and users in mind. Join us to grow your career in a diverse, inclusive environment. Our Commitment We value the contributions of all Zoomies and are committed to an inclusive culture. We do not discriminate based on race, religion, gender identity, sexual orientation, age, or disability. Zoom is proud to be an equal opportunity employer. If you require accommodations during the hiring process, please contact us at careers@zoom.us. Salary Range or On Target Earnings: Minimum: $87,600.00 Maximum: $186,000.00 Zoom considers total compensation, including base salary, bonus, and equity. Starting pay depends on qualifications and experience, and varies by location. Application deadline is 11/03/25. We encourage you to apply early and look forward to your application.
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