Lead Product Manager, Agent Workflows in Contact Center

What You Can Expect: Join Zoom as a Lead Product Manager focused on enhancing Agent Experiences and Workflows within our Contact Center. In this vital role, you will create intuitive, intelligent, and cohesive workflows designed to empower agents in efficiently resolving customer issues. Your leadership will directly influence the handling of millions of customer interactions daily, ensuring agents have the right tools, context, and insights to provide outstanding service. About the Team: The Zoom Contact Center Product team is dedicated to building the foundational platforms that enable exceptional customer engagement across Zoom's Contact Center and broader CX suite. We orchestrate interactions across voice, video, messaging, email, and work item channels to help our customers deliver the exceptional experiences their own customers deserve. Our focus is on user-friendly tools, workflow automation, and AI-enhanced solutions that streamline complex processes for agents. Responsibilities: Develop and execute the vision, strategy, and roadmap for agent experiences and workflows in the Zoom Contact Center. Oversee the end-to-end product development lifecycle, from discovery through to launch, ensuring alignment with customer and business objectives. Collaborate with engineering, design, and data science teams to craft intuitive, high-performance, and scalable agent tools. Work 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 pinpoint pain points and identify improvement opportunities. Maintain a comprehensive roadmap that corresponds with company goals and customer success metrics. Collaborate with cross-functional teams for seamless integration of agent workflows across all channels and systems. Drive continuous improvement initiatives aimed at enhancing agent productivity, customer satisfaction, and operational efficiency. What We're Looking For: A Bachelor's degree in Computer Science, Engineering, Business, or a relevant field. 10+ years of product management experience in B2B SaaS, preferably within the contact center, CX, and case management spaces. Proven experience in defining and delivering sophisticated user experiences and workflow products. An understanding of contact center operations, agent lifecycle, and customer issue-resolution processes. A data-driven approach with the ability to extract insights for prioritization and decision-making. Experience leading cross-functional teams across engineering, design, and leadership disciplines. Salary Range: Minimum: $124,000.00 Maximum: $271,200.00 Closing Date: 03/02/26 Ways of Working: Our structured hybrid work approach balances in-office collaboration and remote flexibility, tailored to the needs of each role. Benefits: At Zoom, we are committed to supporting your well-being and work-life balance through a comprehensive benefits program. Our aim is to help you maintain your physical, mental, emotional, and financial health while contributing meaningfully to your community. About Us: At Zoom, we connect people for collaboration and productivity. Our platforms, including Zoom Contact Center, Zoom Phone, and Zoom Webinars, enable better communication. We are a fast-paced team focused on designing solutions that prioritize our customers and users. Our Commitment: We value diversity and inclusion in our workplace and are committed to fair hiring practices. We evaluate every candidate based on skills, experience, and potential. If you require accommodations during the hiring process due to a medical disability, please inform us as we are here to provide support. #LI-Remote We embrace the unique contributions of all our team members as they drive our success. Zoom is proud to be an equal-opportunity employer, and we maintain a culture that respects diversity in all aspects.

Created: 2026-03-05