Professional Services CX Solution Architect

What we're looking for

15+ years in solution/enterprise architecture contact center implementation or contact center customer consulting across complex digital ecosystems.

Strong background with enterprise-scale accounts — complex, multi-LOB contact center environments.

Deep understanding of contact center platforms (Zoom Contact Center, Genesys, NICE, Five9, or comparable) — ACD, IVR, routing, reporting, WEM.

Proven ability to lead end-to-end delivery from discovery through go-live and hypercare.

Experience creating HLD documents that translate business requirements into technical architecture and build plans.

Strong knowledge of integrations — REST APIs, CRM (Salesforce, ServiceNow), CTI, OAuth/SSO, middleware.

Familiarity with WEM solutions (QM and WFM) and AI-powered capabilities (virtual agents, AI routing, sentiment analysis, agent assist).

Excellent communication and presentation skills — able to engage from technical teams to executive leadership.

Ability to mentor and develop other engineers and architects.

Willingness to travel for workshops, go-lives, and customer engagements.

Preferred Qualifications

Experience with Zoom Contact Center or the broader Zoom platform.

Background in professional services within SaaS / UCaaS / CCaaS.

Experience with Salesforce integrations in a contact center context.

Familiarity with AI Expert Assist, virtual agent design, or conversational AI.

Recognized thought leader — contributor to professional forums, conferences, or industry bodies.

Salary Range or On Target Earnings:Minimum:$150,800.00Maximum:$329,900.00In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.We also have a location based compensation structure;  there may be a different range for candidates in this and other locationsAt Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!Anticipated Position Close Date:08/07/26Ways of WorkingOur 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.BenefitsAs 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.