Senior Product Designer - Customer Experience Platform

Zoom • San Jose, CA

4d • Hybrid

About The Position

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

Requirements

• 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.

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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level