Professional Services CX Solution Architect

We are looking for a Solution Architect to join the PSO team supporting Zoom Contact Center delivery across the Americas. This is a hybrid architect-builder role — you will own the technical vision for complex enterprise implementations and actively participate in the build. You are the technical anchor on our most strategic engagements, translating business goals into scalable designs and production-ready configurations. This is a post-sales delivery role that includes hands-on implementation for strategic customers. While the title reflects solution architecture, the expectation is that this person will actively participate in the build and configuration of customer environments — not solely produce designs. Reports to the PSO Manager, Customer Service Delivery. Solution Design & Architecture Lead High-Level Design (HLD) creation for enterprise contact center implementations — call flows, queue architecture, routing, IVR, integrations, and WEM configurations. Conduct discovery workshops to capture requirements and define target-state architecture. Translate multi-LOB requirements into actionable build plans. Define and govern architecture standards and patterns across the organization. Hands-On Implementation Build and configure ZCC environments for enterprise customers across voice, chat, and digital channels. Configure CRM integrations (Salesforce), WFM/QM tools, and custom API-based solutions. Troubleshoot issues through build, UAT, go-live, and hypercare. Collaborate with integration engineers on CTI connectors, OAuth, middleware, and third-party APIs. Customer Engagement & Delivery Serve as the primary technical contact throughout the project lifecycle. Lead workshops, design reviews, and go-live readiness sessions with stakeholders from operations to C-suite. Communicate risks and recommendations proactively. Partner with PMs and Account teams on delivery milestones. Mentorship & Knowledge Sharing Develop internal best practices, templates, and reusable design patterns. Coach and mentor Project Engineers and architects. Participate in pre-sales scoping to assess feasibility and estimate effort. Advise leadership on high-impact architecture decisions. 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: $150,800.00 Maximum: $329,900.00 In 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 locations At 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: 07/09/26 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. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data. #LI-Remote Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly 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.