Senior Product Designer, Zoom Contact Center

Zoom • San Jose, CA

6d • Hybrid

About The Position

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.

Requirements

• 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.

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 This Job Offers

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