Zoom Contact Center
ROLE
Senior Product Designer
DATE
SERVICES
TEAM
about.
Zoom is a leading communications platform that enables people and businesses to connect through video, voice, chat, and messaging—at global scale.
The opportunity
As businesses increasingly prioritize seamless communication and exceptional customer experiences, the contact center market has grown to over $30B. Zoom was uniquely positioned to enter this space by unifying its existing strengths—video, voice, chat, and CRM—into a single, modern platform.
My role
I joined as the second design hire, leading core areas of the product including:
Information architecture framework and strategy
Reporting & insights experiences
Video-based agent and supervisor workflows
Leading critiques and managing tight timeline
challenge.
Design a unified, cloud-based contact center platform that integrated existing Zoom products into a seamless, omni-channel experience—enabling businesses to support customers more efficiently while preserving context across every interaction.
Zoom set out to build an entirely new product and establish itself in the Contact Center market. This required designers with deep 0→1 experience who could define foundational systems while scaling for enterprise complexity.
The core challenge in building Zoom Contact Center from the ground up was defining what the product needed to be before we could design how it worked. We were entering a new market with unfamiliar user needs, complex workflows, and established competitors, while building on top of Zoom’s existing product ecosystem. This required identifying gaps in current Zoom offerings, deciding which capabilities to extend versus build net-new, and balancing speed to market with long-term platform scalability. In parallel, we had to establish new system patterns that supported contact center workflows while remaining consistent with Zoom’s design language, ensuring the product felt both purpose-built for a new audience and recognizably Zoom.
result.
Zoom Contact Center launched as a fully integrated, enterprise-ready product, expanding Zoom into a new market while staying cohesive with the broader platform.
Shipped 32 core features supporting 4 distinct user types (agents, supervisors, admins, and operators) across 2 platforms.
Achieved a 7 NPS, validating product-market fit in a highly competitive and mature category.
Drove early business impact, contributing to a $5M deal within the first 5 months post-launch.
Established new system patterns for real-time monitoring, high-density data visualization, and operational workflows.
Extended Zoom’s platform capabilities to support contact center use cases without fragmenting the overall ecosystem.
Created a scalable foundation that continues to evolve as Zoom grows its Contact Center offering.
Together, this work helped position Zoom Contact Center as a credible, modern solution in the CCaaS space while reinforcing Zoom’s long-term platform strategy.
Kaitlin’s ability to ask the right questions and translate insights into well-researched, thoughtful designs made her a great partner. I always felt confident in her work and truly enjoyed collaborating with her as her product partner.
Kristin Bosch
Senior Product Manager
