Senior Product Manager, CX Agent Experience and Process Automation

Product

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Senior Product Manager, CX Agent Experience and Process Automation

  • R8365
  • Bay Area, California, United States
  • San Jose, California, United States
  • Southern California, California, United States
  • Austin, Texas, United States
  • Seattle, Washington, United States
  • Product
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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 Webinar.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

As the CX Agent Experience and Process Automation product manager, you will drive the framework and overall user experience for contact center agents. Additionally, you’ll be responsible for inbound and outbound automation solutions, engage with our partners and our customers’ users to understand their workflows, work with PM’s to build out supporting APIs and ultimately deliver world class experiences and integrations for Zoom’s Contact Center platform.

 

Responsibilities:

  • Dive into competitive research to understand the landscape of contact center applications and integrations

  • Have a clear understanding of how key personas and workflows map across major verticals

  • Formulate and evangelize our agent canvas and automation/workflow strategy to internal/external stakeholders and leadership

  • Design specifications and prioritize automation requirements such as API development needed for building an automation or workflow solution

  • Work with design and engineering to build a framework which enables our customers to implement key automation & integration workflows for their agents

  • Help manage internal and external resources to ensure on-time completion of projects

  • Work closely with Zoom’s Platform and Marketplace team to design and influence partner integration flows on the front end and back end

  • Drive technical partnership and integration with 3rd party applications and service providers

  • Assist sales with demos to major customers

 

Requirements:

  • 5+ years’ Product Management experience

  • 3+ Years of experience building and launching applications and services

  • 1+ Years of experience with integrations to 3rd party services

  • Ability to crystallize vague concepts into concise tactical plans

  • Experience creating technical product and design documents

  • Experience integrating third party apps into a core product

  • Nice to have: Experience with process automation, AI/ML and how it’s used to enhance customer and agent experiences

  • Nice to have: Experience building and managing integrations into CRMs like Salesforce, Microsoft Dynamics, ServiceNow, Zendesk as well as other integration platforms

  • Understanding that speed is everything but prioritizing the right thing is equally important - you appreciate delivering impact quickly

  • Be comfortable with ambiguity in a fast-paced and ever-changing environment

  • UX/UI sensibility - you understand when having a few pixels offset could determine success or failure

  • Excellent communicator 

  • Bachelor’s degree (Computer Science or related field preferred)

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

Explore Zoom:

#LI-Remote

Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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