Professional Services CX Solution Architect

Solution Architect supporting Zoom Contact Center delivery across the Americas, responsible for technical vision, design, build, and customer engagement in enterprise contact center implementations.

Location: Remote (Americas)

Salary: $150,800–$329,900/yr

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Benefits

• Benefits include 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.

Additional Information

• The role is a hybrid work environment.
• Salary range is $150,800 to $329,900 per year, with total direct compensation including base salary, bonus, and equity.
• Application deadline is 07/09/2026.