Job Description

What you can expect

We’re looking for a Senior Product Manager to lead the strategy and development of next-generation AI-powered customer experience solutions for Zoom’s cloud contact center platform. This is a high-impact role that will shape the future of intelligent customer interactions, driving automation, insight, and operational excellence.

About the team

Zoom is a leading provider of innovative AI-powered solutions for modern cloud contact centers. We are dedicated to enhancing customer interactions and operational efficiency through intelligent automation.

Responsibilities

• Defining and executing the product strategy for intelligent automation solutions

• Leading the development of AI-powered features to streamline contact center operations

• Collaborating with cross-functional teams to drive product roadmap development

• Defining success metrics and KPIs for customer experience features

• Partnering with sales and marketing teams to develop go-to-market strategies

• Ensuring compliance with privacy regulations and contact center security standards

What we’re looking for

• Have a Bachelor's in Computer Science, Engineering, or related field; a Master's is an advantage.

• 7+ years of product management experience, with at least 3 years building cloud contact center solutions

• Possess a solid technical background with understanding of NLP, Conversational AI, Contact center integration and workflow automation; Cloud infrastructure and enterprise scalability

• Have a proven track record of successful contact center software product launches

• Have working knowledge of enterprise software and B2B contact center products

• Be experienced with agile development methodologies

• Have strategic thinking and contact center domain expertise

• Possess exceptional leadership and stakeholder management skills

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!

Anticipated Position Close Date:

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.

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