About The Position
Zoom is seeking a Senior Product Manager to lead the vision, strategy, and roadmap for Contact Center Agent Experiences and Workflows. This role focuses on building intuitive, intelligent, and integrated workflows that help agents resolve customer issues efficiently and effectively. You will partner with engineering, design, data science, and CX teams to deliver a scalable, high-impact agent experience. Your work will shape how millions of customer interactions are handled each day. Providing agents with the tools, context, and insights needed to deliver exceptional service. The Zoom CX Contact Center Product team builds the core platforms that power customer engagement across Zoom’s Contact Center and broader CX suite. The team orchestrates and measures interactions across voice, video, messaging, email, and work item channels to help customers deliver exceptional experiences. It also assists in making informed operational decisions. Within this organization, the Agent Experiences and Workflows team concentrates on user-friendly agent tools, workflow automation, and AI-enhanced experiences. This group streamlines complex processes, minimizes obstacles, and helps agents resolve customer issues efficiently with unified, data-backed solutions.
Requirements
- Have a Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
- 10+ years of product management experience in B2B SaaS, preferably in contact center, CX and case management domains
- Have experience defining and delivering complex user experiences and workflow products
- Have an understanding of contact center operations, agent lifecycle, and customer problem resolution processes
- Apply data and customer insights to drive prioritization and decision-making
- Lead cross-functional teams across engineering, design, and leadership.
Responsibilities
- Defining and executing the vision, strategy, and roadmap for agent experiences and workflows within Zoom Contact Center.
- Leading end-to-end product development, from discovery to launch, ensuring features meet customer and business goals.
- Partnering with engineering, design, and data science to deliver intuitive, performant, and scalable agent tools.
- Collaborating with analytics and AI teams to integrate insights, recommendations, and automation into agent workflows.
- Conducting user research and gathering feedback from agents, supervisors, and customers to identify pain points and opportunities.
- Developing and maintaining a roadmap that aligns with company objectives and customer success metrics.
- Partnering with cross-functional teams to ensure seamless integration of agent workflows across channels and systems.
- Driving continuous improvement in agent productivity, customer satisfaction, and operational efficiency.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
