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…