Senior Product Manager, Contact Center Agent ...

What You Can Expect Join Zoom as a Senior Product Manager to shape the vision, strategy, and roadmap for enhancing Contact Center Agent Experiences and Workflows. This role is pivotal in developing intuitive and integrated workflows that empower agents to resolve customer issues with efficiency and excellence. You will collaborate with engineering, design, data science, and customer experience teams to create scalable agent experiences that impact millions of customer interactions daily. By equipping agents with the right tools, insights, and context, you will help deliver exceptional service. About the Team The Zoom CX Contact Center Product team is responsible for creating the essential platforms that drive customer engagement across the Contact Center and broader CX services. Our team integrates and analyzes interactions across voice, video, messaging, email, and work items to enhance customer experiences and support informed operational decisions. Within this team, the Agent Experiences and Workflows group focuses on creating user-friendly agent tools, automating workflows, and enhancing experiences with AI. We strive to simplify complex processes, enhance efficiency, and provide agents with unified, data-driven solutions to quickly resolve customer issues. Responsibilities Define and execute the vision, strategy, and roadmap for agent experiences and workflows within Zoom Contact Center. Lead the entire product development lifecycle from discovery to launch, ensuring that features align with customer needs and business objectives. Work closely with engineering, design, and data science teams to deliver intuitive, efficient, and scalable tools for agents. Collaborate with analytics and AI teams to embed insights, recommendations, and automation into agent workflows. Conduct user research and gather feedback from agents, supervisors, and customers to identify pain points and opportunities for improvement. Develop and maintain a roadmap that aligns with company goals and customer success metrics. Partner with cross-functional teams to ensure smooth integration of agent workflows across various channels and systems. Drive ongoing enhancements in agent productivity, customer satisfaction, and operational efficiency. What We're Looking For Bachelor's degree in Computer Science, Engineering, Business, or a related field. 10+ years of product management experience in B2B SaaS, ideally in contact center, customer experience, or case management sectors. Proven experience in defining and delivering complex user experiences and workflow products. Strong understanding of contact center operations, agent lifecycle, and customer problem resolution processes. Ability to leverage data and customer insights to inform prioritization and decision-making. Experience in leading cross-functional teams across engineering, design, and company leadership. Salary Range or On Target Earnings: Minimum: $124,000.00 Maximum: $271,200.00 Please note that starting pay will be determined based on a variety of factors, including qualifications and experience. Additionally, Zoom implements a location-based compensation structure, which may result in varying salary ranges for candidates in different locations. At Zoom, we provide a minimum of 5 days for applicants to apply, as we want to ensure every candidate has ample opportunity. Below is the anticipated closing date for this position: Anticipated Position Close Date: 02/20/26 Ways of Working We follow a structured hybrid work model that revolves around both office and remote environments. Each role's work style-Hybrid, Remote, or In-Person-is indicated in the job description. Benefits As part of our commitment to an award-winning workplace culture, we offer a comprehensive benefits program designed to promote physical, mental, emotional, and financial well-being while fostering work-life balance and community engagement. For more details on our benefits, please refer to our careers page. About Us Zoomies help maintain connections, enabling collaborative productivity. We strive to create the best enterprise collaboration platform, facilitating improved communication through products such as Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. Our fast-paced environment propels innovation with our customers and users at the forefront. With opportunities available for skill enhancement and career advancement within a collaborative, growth-oriented culture, we invite you to join us. Our Commitment At Zoom, we believe excellent work flourishes when individuals feel supported and empowered. We are dedicated to fair hiring practices that evaluate candidates based on their skills, experience, and potential. Should you require accommodations during the hiring process, please inform us-we are here to assist you at every step. If you need help navigating the interview process due to a medical disability, please submit an Accommodations Request Form, and a member of our team will respond promptly. This form is exclusively for applicants requiring accommodation due to qualifying medical disabilities. Other inquiries, such as application follow-ups or technical issues, cannot be addressed through this form. #LI-Remote We value the unique contributions of all Zoomies and believe they drive our success. Therefore, we do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Zoom is proud to be an equal opportunity employer and an affirmative action workplace. Your information will remain confidential in accordance with EEO guidelines.

Created: 2026-03-04