Senior Product Manager: Virtual Agent (Verticals)

Product (PR)


Senior Product Manager: Virtual Agent (Verticals)

  • R11078
  • Remote, United States
  • Remote, Arizona, United States
  • Bay Area, California, United States
  • Southern California, California, United States
  • Topeka, Kansas, United States
  • Remote, New Mexico, United States
  • Portland, Oregon, United States
  • Remote, Washington, United States
  • Seattle, Washington, United States
  • Product (PR)
  • 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 Webinars.

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 Senior Product Manager: Virtual Agent (Verticals), you will lead our strategy to enter key adjacent markets for our chatbot and automation platform offering which is within the overall Zoom Contact Center platform. You will be responsible for shaping and refining our product offering to expand into new use-cases, engage with our GTM team, partners, customers and users to understand their needs, work with other PMs to build out core capabilities and integrations, and drive strategy for vertical business applications of our Conversational AI platform.


About the Role

  • Dive into competitive research and understand the competitive landscape of conversational AI, chatbot and automation solutions for Customer Experience, Employee Experience and other vertical markets

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

  • Deeply understand the competitive marketplace (providers, solutions, technology) and identify opportunities to create competitive advantage through better product offerings

  • Formulate and evangelize our strategy to internal and external stakeholders (sales, customer success, buyers, users, etc.)

  • Design specifications and prioritize requirements to develop highly specific products and offerings that extend our core capabilities to deliver workflow-based solutions that create demonstrable ROI for our customers

  • Work with design and engineering to build these specific and targeted products

  • Work cross functionally to ensure the products you launch interoperate with other products in the Zoom product suite

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

  • Work closely with Zoom’s Contact Center team to design and influence features and functionality that best serve your markets

  • Help guide deals in the pipeline towards the right solution and capabilities within our platforms

  • Evangelize the Contact Center’s Conversational AI solutions to internal stakeholders, integration partners, analysts and customers


About You

  • 7+ years’ Product Management experience

  • 5+ Years’ Product Management experience in CCaaS, CRM, AI Automation or related technology areas

  • Understanding of Conversational AI applications for business especially in the area of Customer Experience

  • Experience in delivering workflow-based applications that deliver measurable ROI for businesses

  • Experience with SaaS applications that touch both end-user experience and administrative experience (multi-user personas)

  • Ability to crystallize vague concepts into concise tactical plans

  • Experience creating technical product and design documents

  • Experience with building SaaS products that integrate and interoperate with 3rd party platforms and their APIs 

  • Experience building and managing integrations into CRMs and Contact center platforms (eg. ServiceNow, Zendesk, Salesforce Service Cloud, Five9, NiceInContact, etc.)

  • Experience integrating third party apps into a core product

  • 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

  • Excellent communicator 

  • Bachelor’s degree in Computer Science or equivalent.

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

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.

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