Software Engineer

• San Jose, California, United States
• Full time

What You Can Expect

In this role, you will design and ship AI-powered features within Zoom's Workforce Engagement Management (WEM) platform, directly improving how enterprise organizations forecast, schedule, and coach their teams. Working alongside experienced engineers, product managers, and data scientists, you will take ownership of features from initial design through production deployment. You will contribute to some of the most forward-looking work in the WEM space, from LLM-powered simulation environments to intelligent notification systems and AI-driven quality scoring pipelines. This is a hands-on role with meaningful mentorship from senior engineers and real impact on thousands of enterprise users from day one. This is a hybrid position that requires on-site presence 3 days per week at our San Jose, CA office. Remote arrangements are not available for this role.

About the Team

The Workforce Engagement Management team at Zoom builds intelligent systems that help organizations manage, forecast, and optimize workforce performance. Our suite of WFM and QM products sits at the intersection of AI and enterprise collaboration, and we are actively pioneering the use of generative AI and LLMs to shape the next generation of contact center experiences. We work at meaningful scale, with a culture that values curiosity, experimentation, and shared ownership.

Responsibilities

• Design, implement, and maintain AI-driven features for WFM and QM products using LLMs and prompt-based architectures.
• Develop, fine-tune, and evaluate prompts and models for conversational and decision-support use cases.
• Collaborate with product and engineering teams to integrate AI capabilities into existing workflows and production systems.
• Contribute to model evaluation frameworks and feedback loops that improve AI accuracy, reliability, and user experience.
• Participate in code reviews, techn