Senior Product Manager, Contact Center-Proactive Outbound

Zoom

4d • Remote

About The Position

What you can expect Zoom is seeking a Senior Product Manager to join the Zoom CX Contact Center product team. This role will lead the evolution of outbound engagement capabilities. You will shape the strategy and execution of outbound voice dialers, as well as transform the platform into a modern omnichannel solution across SMS, email, WhatsApp, and emerging channels." . You will own product strategy and delivery for outbound capabilities that enable proactive, scalable customer engagement. You will partner closely with engineering, design, data science, and leadership to build intelligent, compliant solutions that deliver measurable business impact. About the Team The Zoom CX Product team builds the core platforms that power customer engagement across Zoom’s Contact Center and CX suite. The team orchestrates, measures, and improves interactions across voice, video, messaging, email, and work item channels to drive better customer experiences and business decisions. Within this team, the Outbound Engagement product area enables proactive customer outreach through intelligent and compliant campaigns. This includes voice dialers, AI-driven dialing algorithms, and omnichannel engagement across SMS, email, WhatsApp, and social channels. The team also owns compliance controls and performance analytics.

Requirements

• Have a Bachelor's degree in Computer Science, Engineering, Business, or a related field, with experience in agile product environments.
• 10+ years of product management experience in B2B SaaS, including outbound dialers or proactive engagement platforms.
• Have hands-on experience with outbound voice technologies, including predictive and progressive dialing systems.
• Have a working knowledge of contact center operations, outbound campaigns, and performance optimization.
• Be familiar with telecommunications regulations and compliance requirements, including TCPA and GDPR.
• Have the ability to apply modern product thinking to outbound engagement, including AI-driven optimization and omnichannel orchestration.
• Be experienced in partnering with cross-functional teams across engineering, data science, design, and leadership.

Responsibilities

• Partnering on strategy and execution to deliver modern omnichannel outbound engagement capabilities.
• Owning and maintaining a product roadmap aligned with company and customer goals.
• Leading end-to-end product development from discovery through launch and adoption.
• Driving the transition from voice dialers to a comprehensive omnichannel outbound platform.
• Defining and delivering intelligent dialing strategies using AI-driven optimization.
• Ensuring regulatory compliance across TCPA, GDPR, and regional requirements.
• Leading user research, market analysis, and competitive insights to guide product decisions.
• Partnering with engineering and analytics teams to ensure scalable, reliable performance and actionable insights.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level