Senior Product Manager, Contact Center-Outbound ...

What You'll Experience: Join Zoom as a Senior Product Manager on the Contact Center product team, where you will spearhead the development of innovative outbound engagement capabilities. In this role, you will define the strategy and execution of outbound voice dialers while enhancing the platform into a cutting-edge omnichannel solution that integrates SMS, email, WhatsApp, and other emerging communication channels. About Our Team: The Zoom CX Product team is dedicated to building robust platforms that drive customer engagement within Zoom's Contact Center and CX suite. We focus on streamlining, measuring, and improving customer interactions across voice, video, messaging, email, and task channels to enhance both customer experiences and business outcomes. Within this team, our Outbound Engagement focus is crucial for enabling proactive outreach through smart and compliant campaigns, including voice dialers, AI-driven dialing algorithms, and omnichannel avenues across SMS, email, WhatsApp, and social platforms. The team also manages compliance standards and performance analytics. Key Responsibilities: Drive the strategy and implementation of modern omnichannel outbound engagement solutions. Own the product roadmap to align with overarching company and customer objectives. Lead end-to-end product development, from discovery to launch and user adoption. Facilitate the transition from conventional voice dialers to a fully integrated omnichannel outbound platform. Define and execute intelligent dialing strategies utilizing AI-driven optimization techniques. Ensure adherence to regulatory standards such as TCPA, GDPR, and other relevant regional laws. Conduct user research, market analysis, and competitive assessments to inform product strategies. Collaborate with engineering and analytics teams to deliver scalable, robust performance and insightful data. What We’re Looking For: A Bachelor's degree in Computer Science, Engineering, Business, or a related field with experience in agile product environments. Over 10 years of experience in product management within B2B SaaS, specifically in outbound dialers or proactive engagement platforms. Proven experience with outbound voice technologies, including predictive and progressive dialing systems. Solid understanding of contact center operations, outbound campaign management, and performance enhancement. Knowledge of telecommunications regulations and compliance, including TCPA and GDPR. Ability to apply innovative product thinking to improve outbound engagement strategies, including AI optimization and omnichannel orchestration. Experience in working closely with cross-functional teams, including engineering, data science, design, and organizational leadership. Compensation: Minimum Salary: $124,000.00 Maximum Salary: $271,200.00 At Zoom, we embrace a Total Direct Compensation philosophy, which considers base salary, bonuses, and equity value in determining compensation. Starting salaries are influenced by various factors, including qualifications and experience. We also follow a location-based compensation structure; candidates in different locations may have varied salary ranges. At Zoom, we believe in providing a fair window of at least 5 days for applications to ensure every candidate has an equal opportunity. We look forward to your application! Position Closing Date: 03/02/26 Working Style: Our structured hybrid approach is centered around our offices and remote work. Each role’s work style is clearly indicated in the job description. Benefits: We are proud to offer a comprehensive benefits program to promote physical, mental, emotional, and financial well-being while supporting work-life balance and community engagement. About Zoom: Zoom thrives on helping people stay connected to achieve more together. We are committed to building the best enterprise collaboration platform, enhancing communication through products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. Our rapid-paced, problem-solving culture is dedicated to creating innovative solutions tailored to our customers and users. Our Commitment to Diversity: Zoom celebrates the unique contributions of all employees. We are committed to fair hiring practices that evaluate candidates based on skills, experience, and potential, regardless of their background. We are proud to be an equal opportunity workplace and an affirmative action employer.

Created: 2026-03-06