> Markdown version of [/jobs/ext/1740422-professional-services-cx-solution-architect](https://www.wearedevelopers.com/jobs/ext/1740422-professional-services-cx-solution-architect). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Professional Services CX Solution Architect - **Company:** Zoom Video Communications, Inc. - **Location:** New York, NY, United States (Remote available) - **Salary:** $150,800.0 - $329,900.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Software as a Service, Computer Telephony Integration, Software Design Patterns, Middleware, High-Level Architecture, Routing, OAuth, Salesforce.Com, Sentiment Analysis, Systems Integration, Chatbots, Genesys, Virtual Agents, Api Design, Restful APIs, Servicenow, Web Api - **Published:** July 3, 2026 - **Apply:** https://dejobs.org/x/x/D11FFC063735447BBF1EC0A1639BD298/job/ ## About the Role * 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. ## Description 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. ## Related Videos - [Keeping applications secure by evolving OAuth 2.0 and OpenID Connect](https://www.wearedevelopers.com/videos/100152-keeping-applications-secure-by-evolving-oauth-2-0-and-openid-connect) - [Web APIs you might not know about](https://www.wearedevelopers.com/videos/281-web-apis-you-might-not-know-about) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Creating bots with Dialogflow CX](https://www.wearedevelopers.com/videos/587-creating-bots-with-dialogflow-cx) - [Delay the AI Overlords: How OAuth and OpenFGA Can Keep Your AI Agents from Going Rogue](https://www.wearedevelopers.com/videos/1637-delay-the-ai-overlords-how-oauth-and-openfga-can-keep-your-ai-agents-from-going-rogue) - [Delete the roles, deploy the skills](https://www.wearedevelopers.com/videos/2104-delete-the-roles-deploy-the-skills) ## Related Articles - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [IT Webinars for Programmers to Stay Updated](https://www.wearedevelopers.com/magazine/351-it-webinars-for-programmers-to-stay-updated) - [What Makes WeAreDevelopers World Congress Different From Every Other Tech Event?](https://www.wearedevelopers.com/magazine/701-what-makes-wearedevelopers-world-congress-different-from-every-other-tech-event) - [Got AI ideas but no money? Here are 10 free ways to level up your AI skills with Google Cloud](https://www.wearedevelopers.com/magazine/600-got-ai-ideas-but-no-money-here-are-10-free-ways-to-level-up-your-ai-skills-with-google-cloud)