Senior Product Manager, Contact Center

What you can expect

Zoom is seeking a Senior Product Manager to lead the vision, strategy, and roadmap for Contact Center Agent Experiences and Workflows. This role focuses on building intuitive, intelligent, and integrated workflows that

help agents resolve customer issues efficiently and effectively.

You will partner with engineering, design, data science, and CX teams to deliver a scalable, high-impact agent experience. Your work will shape how millions of customer interactions are handled each day. Providing agents with the tools, context, and insights needed to deliver exceptional service.

About the Team

The Zoom CX Contact Center Product team builds the core platforms that power customer engagement across Zoom’s Contact Center and broader CX suite. The team orchestrates and measures interactions across voice, video, messaging, email, and work item channels to help customers deliver exceptional experiences. It also assists in making informed operational decisions.

Within this organization, the Agent Experiences and Workflows team concentrates on user-friendly agent tools, workflow automation, and AI-enhanced experiences. This group streamlines complex processes, minimizes obstacles, and helps agents resolve customer issues efficiently with unified, data-backed solutions.

Responsibilities

• Defining and executing the vision, strategy, and roadmap for agent experiences and workflows within Zoom Contact Center.

• Leading end-to-end product development, from discovery to launch, ensuring features meet customer and business goals.

• Partnering with engineering, design, and data science to deliver intuitive, performant, and scalable agent tools.

• Collaborating with analytics and AI teams to integrate insights, recommendations, and automation into agent workflows.

• Conducting user research and gathering feedback from agents, supervisors, and customers to identify pain points and opportunities.

• Developing and maintaining a roadmap that aligns with company objectives and customer success metrics.

• Partnering with cross-functional teams to ensure seamless integration of agent workflows across channels and systems.

• Driving continuous improvement in agent productivity, customer satisfaction, and operational efficiency.

What we’re looking for

• Have a Bachelor’s degree in Computer Science, Engineering, Business, or a related field.

• 10+ years of product management experience in B2B SaaS, preferably in contact center, CX and case management domains

• Have experience defining and delivering complex user experiences and workflow products

• Have an understanding of contact center operations, agent lifecycle, and customer problem resolution processes

• Apply data and customer insights to drive prioritization and decision-making

• Lead cross-functional teams across engineering, design, and leadership.

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers 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 in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.