Sales Solutions Architect - Zoom

Position Summary

The Solution Architect – Zoom is Black Box’s dedicated Zoom subject-matter expert, combining deep Zoom technical credibility with a strong commercial mandate. This role proactively creates Zoom pipeline across the Black Box customer base, shapes solutions, progresses opportunities from discovery through close, and shares accountability for the practice’s bookings and gross margin target. Working alongside Account Managers and Zoom field teams, the role makes sure Black Box professional and managed services are part of every solution strategy from the start.

This is not a traditional reactive Solution Architect position, and it is not a director-level alliance role. The ideal candidate is a Zoom architect with hunter DNA: as comfortable building an account plan with an Account Manager and a Zoom AE as they are designing a multi-site Zoom Phone and Contact Center migration. Account Managers retain customer and commercial ownership; this role is the technical-commercial catalyst. At contract award, the opportunity transfers to Delivery for execution.

Key Responsibilities

Zoom Expertise & Solution Architecture

• Serve as Black Box’s go-to Zoom expert across Zoom Workplace, Zoom Phone, Zoom Contact Center, Zoom Rooms/Spaces, and emerging Zoom AI capabilities.
• Translate customer requirements into technically sound Zoom solutions, including call flows, PSTN and carrier strategy, emergency calling, contact center routing, and integrations with CRM, ticketing, and identity platforms.
• Lead customer discovery, solution architecture, workshops, demonstrations, and technical validation.
• Engage client IT, network, and security stakeholders early to confirm readiness, including QoS, bandwidth, firewall rules, SSO, and compliance and recording requirements.
• Identify the Black Box services needed to deliver the customer outcome as part of the solution design.

Pipeline Creation & Opportunity Development

• Work the Black Box customer base with Account Managers to identify legacy UC transformation, Zoom Phone, contact center, collaboration, Rooms/Spaces, and AI opportunities, without waiting for fully formed deals.
• Develop Zoom strategies for priority accounts, covering workload entry points, competitive context, lifecycle triggers such as contract renewals and end-of-support dates, and required services.
• Build business cases that tie the proposed solution to client outcomes, including ROI and total cost of ownership where appropriate.
• Maintain accurate opportunity, stage, and forecast data in Salesforce for every opportunity the role originates or supports.

Zoom Field Alignment & Co-Sell

• Build productive working relationships with Zoom AEs, SEs, and specialists.
• Connect Zoom field resources with the right Black Box account, architecture, professional services, managed services, CX, and AV resources to create two-way pipeline.
• Coordinate deal registration and joint pursuit planning on shared opportunities, within agreed rules of engagement.

Opportunity Progression Through Close

• Participate throughout discovery, qualification, solution design, positioning, workshops, demonstrations, validation, proposal development, and close.
• Drive disciplined follow-up with clear next actions on every active pursuit.
• Position Black Box against competing partners and platforms, including Microsoft Teams Phone and other UCaaS and CCaaS providers, and handle technical and commercial objections throughout the sales cycle.
• Support the Account Manager on the close plan, proposal, and commercial negotiation through contract award.
• At contract award, transfer the opportunity to Delivery with complete documentation (solution design, services scope, assumptions, and open items).

Services Attachment

• Build Black Box implementation, migration, integration, managed services, enterprise voice, AV/Rooms, CX transformation, and AI consulting services into the solution strategy before the platform decision, not after.
• Work with services architects to scope and validate the professional and managed services included in each proposal.
• Position Black Box differentiation in field services, logistics, staging, and managed delivery beyond license resale.

Sales Plays & Field Enablement

• Help operationalize repeatable motions: Legacy UC to Zoom Phone, UC to Zoom Phone plus Contact Center, expansion of existing Zoom customers, Rooms/Spaces modernization, and AI-enabled customer experience transformation.
• Create reusable discovery guides, solution patterns, presentations, competitive positioning, and sales plays.
• Equip Account Managers and adjacent practices to recognize Zoom triggers, ask effective discovery questions, understand competitive fit, access Zoom resources, and attach the right services.
• Maintain Zoom partner credentials in good standing and stay current with the Zoom roadmap and AI capabilities.

How Success Is Measured

Performance is measured on pipeline, revenue influence, and field leverage together:

• Contribution to the team bookings and gross margin target.
• Pipeline created: qualified Zoom opportunities materially originated or developed by the role.
• Pipeline progressed: opportunities advanced from early discovery into defined solution, proposal, or later sales stages.
• Bookings influenced: Zoom platform and related Black Box business the role materially helped close.
• Services attached: professional and managed services incorporated into Zoom opportunities.
• Field leverage: productive engagement across Black Box and Zoom sellers, SEs, specialists, and priority accounts.
• Enablement impact: sales plays, workshops, and field education that produce identifiable opportunities.

Qualifications

Experience

• 7+ years in UCaaS, CCaaS, enterprise voice, or collaboration solution architecture, including complex, multi-site enterprise environments.
• 3+ years in a customer-facing solution sales or pre-sales role, with demonstrated influence on pipeline and bookings, including opportunities the candidate originated.
• Hands-on design or deployment experience with the Zoom platform, ideally across Zoom Phone, Contact Center, Workplace, Rooms/Spaces, and AI capabilities.
• Experience migrating legacy UC and contact center platforms, such as Cisco, Avaya, or Mitel, to the cloud.
• Track record partnering with manufacturer field sales and engineering teams on complex enterprise pursuits.
• Demonstrated experience working across one or more of the following verticals: Enterprise, Healthcare, Finance, Higher Education, or State/Local Government.

Sales & Commercial Skills

• Working command of a consultative sales methodology, from discovery and qualification through close.
• Initiative to originate opportunities, not only respond to them.
• Ability to build business cases and translate technical solutions into financial and operational value for executive buyers.
• Services-oriented thinking: understands that Black Box differentiation extends beyond license resale.
• Experience co-selling with manufacturer partners, including deal registration and rules of engagement.
• Disciplined use of Salesforce for opportunity, pipeline, and forecast management.
• Strong executive presence with customer executives, IT leaders, architects, sellers, and delivery teams.

Technical Knowledge

Current Zoom partner certifications for solution selling are required at hire, or must be completed within 3 months for otherwise strong candidates. The role must stay current on Zoom Phone, Contact Center, Workplace, Rooms/Spaces, and AI as the platform evolves.

• In-depth understanding of cloud voice architecture: number porting, PSTN and carrier options including bring-your-own-carrier, emergency calling, survivability, call routing, auto attendants, and analog and paging integration.
• Contact center design: routing and IVR, omnichannel, CRM and ticketing integration, workforce management, quality management, recording, and reporting.
• Strong working knowledge of IP networking and security as they apply to real-time media: QoS, bandwidth planning, firewall and proxy configuration, SBCs, and SSO and identity integration.
• Familiarity with Zoom Rooms hardware ecosystems and room standards, and when to engage the AV practice.
• Competitive fluency in Microsoft Teams Phone and other leading UCaaS and CCaaS platforms.

Software Tools

• Required: Salesforce for opportunity and pipeline management; Zoom administration portals; Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams); Microsoft Visio or equivalent for solution diagrams. Prior hands-on Salesforce experience is strongly preferred; specific workflows can be learned on the job.
• Preferred: CRM and ticketing platforms commonly integrated with Zoom Contact Center, such as Salesforce Service Cloud, ServiceNow, or Microsoft Dynamics; network assessment and call-quality tools.

Professional Competencies

• Hunter mindset — creates opportunities proactively and treats the team’s bookings and margin target as their own.
• Commercial acumen — understands how deals are structured and won, and designs with services attachment and margin in mind.
• Excellent written and verbal communication and strong executive presence; presents clearly to both technical practitioners and executive stakeholders.
• Resilience and strong organization to manage multiple concurrent opportunities through long sales cycles.
• Consultative mindset — approaches client engagements as a trusted advisor, not a transactional vendor.
• Collaborates effectively across Account Managers, Zoom field teams, services, and adjacent practices, respecting account ownership while driving the opportunity forward.

Education

No single degree path defines the ideal Solution Architect – Zoom, and we evaluate academic background in the context of the whole candidate. The following programs of study provide a particularly strong foundation:

• Telecommunications or Network Engineering: Grounding in voice, real-time media, and IP networking.
• Information Technology or Computer Science: Systems integration, identity, and cloud platform fundamentals.
• Communications Technology or Unified Communications: Enterprise voice, collaboration platforms, and contact center operations.
• Business, Marketing, or Sales: A strong foundation for the commercial side of the role when paired with solid UC and contact center technical credentials.

A Bachelor’s degree in any of the above areas, or a closely related field, is preferred. Equivalent combinations of industry certifications, manufacturer training, and hands-on architecture and sales experience are given serious weight.

Work Environment & Physical Requirements

This position involves a combination of client-facing selling, office-based solution design and proposal work, and periodic travel. Typical demands of the role, performed with or without reasonable accommodation, include:

• Regular work at a computer workstation for extended periods (solution design, proposal development, and opportunity management).
• Travel up to 33% to client sites, Zoom field engagements, and industry events; valid driver’s license and a driving record that meets company vehicle policy.
• Occasional visits to offices, data centers, contact centers, and clinical or government facilities, with compliance with facility access requirements such as vendor credentialing and background checks.
• Standard business hours with flexibility required to meet client deadlines and pre-sales response timelines.

Black Box is a leading technology solutions provider. Our mission is to accelerate our customers’ business by valuing relationships with our team members, clients and stakeholders. By continuously growing our knowledge, we remain relevant in the market and are in a superior position to help customers design, deploy and manage their IT infrastructure. Through our values, such as innovation, ownership, transparency, respect and open-mindedness, we deliver high-value products and services through our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.

Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

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