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.

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.

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.

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.

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.

• 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, Service Now), 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.

• 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.

Minimum: $

Maximum: $

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.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer.

All your information will be kept confidential according to EEO guidelines.