Senior Product Designer, Zoom Contact Center

What you can expect

We’re hiring a Senior Designer to create intuitive, efficient experiences for contact center agents. You’ll design interfaces, interactions, and systems that help agents navigate complex workflows, resolve customer issues, and use intelligent tools seamlessly. Partnering with product, engineering, data science, and CX teams, you’ll deliver scalable, high-impact solutions that improve productivity, streamline workflows, and elevate the overall customer experience.

About the Team

The Customer Experience (CX) Contact Center Product team builds the core experiences and platforms that power customer engagement across contact center solutions. The team optimizes and analyze interactions across voice, video, messaging, email, and work items to enhance experiences and guide operational decisions. The team's mission is to simplify complex workflows, reduce friction, and enable agents to focus on meaningful customer engagement. You will design the end-to-end experiences and ensure that every interaction is intuitive, accessible, and aligned with both agent needs and customer outcomes.

Responsibilities

• Defining and execute the design vision and strategy for agent experiences and workflows within contact center solutions. Lead end-to-end design processes, from discovery and research to prototyping, testing, and implementation, ensuring designs meet user and business goals

• Collaborating with product, engineering, and data science teams to create user-friendly, high performing, and adaptable agent interface designs and interaction models.

• Designing seamless integrations of AI-powered insights, recommendations, and automation into agent workflows in ways that enhance rather than disrupt the user experience.

• Conducting user research, usability testing, and gather feedback from agents, supervisors, and customers to identify pain points, validate design decisions, and uncover opportunities.

• Collaborating with cross-functional teams to ensure seamless design integration across channels, systems, and touch points. Drive continuous improvement in agent productivity, customer satisfaction, and operational efficiency through thoughtful design solutions.

• Presenting design concepts, rationale, and user insights to stakeholders and leadership, advocating for user-centered design decisions. Mentor junior designers and contribute to the growth of design practice and culture within the organization.

What we’re looking for

• Hold BS in Design, or a related field (or equivalent practical experience). 8+ years of product design experience in B2B SaaS, in contact center, customer experience, case management, or enterprise workflow domains

• Have proven experience designing complex user experiences, multi-step workflows, and data-rich interfaces. Deep understanding of contact center operations, agent workflows, and customer issue resolution processes

• Have expertise in user research methodologies, usability testing, and translating insights into actionable design solutions. Proficiency in modern design tools and prototyping platforms, experience designing for accessibility and inclusive design principles

• Have engaging portfolio demonstrating end-to-end design process, problem-solving approach, and delivered products. Ability to use data, analytics, and user feedback to inform and validate design decisions.

• Have experience working with cross-functional teams across product, engineering, and leadership. Excellent communication and presentation skills, with ability to articulate design rationale and advocate for users.

• Have deep sense of ownership, with ability to drive design initiatives from concept to implementation. Experience with design systems and component-based design approaches.

Salary Range or On Target Earnings:

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!

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.