Senior Product Designer, Contact Center 🔥
- Own and lead the overall design strategy for the Contact Center product area(s) and innovate to deliver a cohesive and quality experience by actively collaborating internally and externally.
- Work with lead designers of the Contact Center to build a sound design architecture and illustrate how details fit into a bigger picture for the users, product, platform, and Zoom and socialize it with stakeholders, partners, and other designers.
- Communicate strategy, vision, and potential improvement solutions.
- Be a storyteller at the executive-level that elaborates the problem, root cause, and design solutions that encompass the overall strategy of the Contact Center.
- Partner with the design systems team and strategize for the growth of the Contact Center design systems and consistent design.
- Advocate and enhance the Zoom Brand experience within the design team and the cross-functional partners.
- Build a strategic partnership with PM and Eng org at Zoom. Identify and work with key contacts from Product, Design, Engineering, Marketing, and Legal to tackle ambiguous problems.
- Be knowledgeable on the Zoom Product ecosystem and user journey.
- Drive a group consensus for sustainable and quality design solutions by actively aligning the team’s knowledge on the problem and root cause.
- Take a smart and calculated risk to drive a design decision. The decision will always be for the strategic growth and quality of all Contact Center and Zoom Products.
- Articulate your vision and rationale through various design artifacts, and deliver complete solutions for the product and design organization.
- Help mentor and inspire other designers.
- Are a positive and proactive spirit.
- Enjoys connecting with people on a human scale.
- Have a design foresight for the future and are passionate about making an impact on the Zoom business and design.
- Can identify issues and able to mitigate for the sustainability and quality of the product
- Embrace ambiguity.
- Strive for truth and allow room for different perspectives.
- Possess a strong bias for action in a fast-paced, metric-driven environment.
- 5+ years of related experience with a Bachelor’s degree.
- Strong knowledge of user experience design processes and methodology for web apps.
- Proficiency with Figma (our primary design tool) or the ability to adapt to it.
- A passion for creating products that balance function and emotional impact on people.
- Excellent communication and collaboration skills.
- Ability to run usability testing and user research is a must.
- Knowledge of complex SaSS Admin Experience and Work Force (or schedule) Management are a plus.
- Previous Contact Center related design experience.
- Experience working with remote teams and an international audience.
- Experience working with and contributing to design systems.
- Experience designing for OS-native apps, mobile apps, and embedded apps.
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