Senior Product Designer - Customer Experience Platform

Senior Product Designer – Customer Experience Platform What you can expect

We’re seeking a Senior Product Designer to join the Customer Experience (CX) Contact Center team. You’ll shape how businesses connect with customers and how agents deliver exceptional service through intuitive and efficient experiences. As a key driver of design strategy, you’ll create seamless workflows spanning agent interactions, customer engagement, and operations. Partnering with product, engineering, data science, and CX teams, you’ll design scalable, user-friendly solutions empowering agents and leaders to improve performance and customer satisfaction.

The CX Contact Center Product team creates the core experiences and platforms that enable seamless customer engagement across all communication channels. We design, measure, and enhance interactions across voice, video, messaging, email, and work items to improve efficiency and service quality. Our mission is to simplify workflows, reduce friction, and empower agents and businesses to focus on meaningful customer connections. As a Senior Product Designer, you’ll drive design innovation to create intuitive, accessible experiences aligned with user needs, business goals, and enterprise reliability.

• Defining and executing the design vision and strategy for agent experiences, customer engagement, and operational workflows across the contact center platform.
• Leading end-to-end design processes, from research and prototyping through implementation and continuous iteration.
• Partnering with product, engineering, and data science teams to deliver intuitive, high-performing, and scalable user interfaces and interaction models.
• Integrating AI-driven insights and automation into workflows to enhance usability, efficiency, and customer satisfaction.
• Developing and maintaining design systems, ensuring consistency, compliance, and accessibility across products and experiences.
• Mentoring designers, presenting design strategies to stakeholders, and driving continuous improvement in user experience and organizational design maturity.

• Hold a BS in Design, HCI, Computer Science, or related field (or equivalent experience).
• 8+ years of product design experience in B2B SaaS, ideally in contact center or enterprise workflow domains.
• Track record designing complex, data‑rich workflows and user experiences for enterprise platforms.
• Understanding of contact center operations, agent workflows, and customer engagement processes.
• Proficiency in design thinking, user research, usability testing, and data‑driven design practices. Advanced proficiency in Figma, design systems, and accessibility (WCAG) standards.
• Strong collaboration, communication, and presentation skills with cross‑functional teams in agile environments.
• Ownership of design initiatives from concept to launch, with measurable business impact.

Minimum: $
Maximum: $

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: 03/06/26

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.

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…