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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.

About the Team

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.

Responsibilities

  • Defining and execute 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 maintain design systems, ensuring consistency, compliance, and accessibility across products and experiences.
  • Mentoring designers, present design strategies to stakeholders, and drive continuous improvement in user experience and organizational design maturity.

What we’re looking for

  • Hold 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.
  • Have track record designing complex, data‑rich workflows and user experiences for enterprise platforms.
  • Have grasp of contact center operations, agent workflows, and customer engagement processes.
  • Have design thinking, user research, usability testing, and data‑driven design practices.
  • Advanced proficiency in Figma, design systems, and accessibility (WCAG) standards.
  • Have collaboration, communication, and presentation skills with cross‑functional teams in agile environments.
  • Have ownership of design initiatives from concept to launch, with measurable business impact.

Salary Range or On Target Earnings:

Minimum: $124,000.00
Maximum: $271,200.00

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.

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.

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.