Senior Product Manager, PSTN & SMS Channel

Zoom • San Jose, CA

11d • Hybrid

About The Position

What you can expect As the Senior Product Manager for Strategic Integrations, you will lead the vision and execution for ZoomContact Center's connection to enterprise systems of record. You will embed Zoom’s CX capabilities into CRM platforms. You will evolve traditional CTI into AI-powered, real-time workflows that drive smarter customer experiences. Partnering closely with engineering, design, data science, and CX teams, you will deliver scalable, high-impact experiences. Your work will shape how millions of customer interactions are managed each day. Equipping agents with the tools, context, and insights needed to provide exceptional service. About the Team The Zoom CX Product Integration team leads ecosystem strategy and builds the core platforms that power engagement across Zoom’s Contact Center and CX suite. The team orchestrates interactions across voice, video, messaging, email, and work item channels. It enables exceptional customer experiences and data-driven operational decisions. The Agent Experiences and Workflows team focuses on intuitive agent tools, workflow automation, and AI-powered experiences. The team simplifies complex processes and removes friction. It equips agents with unified, data-backed solutions to resolve issues efficiently.

Requirements

• Have 10+ years of Product Management experience, with at least 5 years specifically focused on B2B SaaS integrations or Contact Center technology.
• Have experience discussing REST/GraphQL APIs, OAuth flows, and Webhooks. Also have an understanding of the technical nuances of building high-availability integrations.
• Have managed a "Salesforce AppExchange" or "ServiceNow Store" application previously and understand the certification and distribution process.
• Have used metrics like Adoption Rate to measure your success.
• Have experience explaining complex technical sync logic to the sales team and high-level business value to an engineer with equal clarity.

Responsibilities

• Defining the roadmap for Zoom Contact Center integrations, prioritizing partnerships and features that drive the highest market differentiation.
• Acting as the subject matter expert on Salesforce (Sales/Service Cloud), ServiceNow (CSM), and Microsoft Dynamics 365. Understand their data models, API limits, and UI frameworks (e.g.,Salesforce Lightning, ServiceNow Next Experience).
• Designing "out-of-the-box" workflows that automate ticket creation, contact screen pops, and data synchronization, reducing agent "swivel-chair" fatigue.
• Collaborating with AI teams to pull CRM data into real-time agent assistants and push interaction insights (sentiment, summaries) back into the CRM.
• Working closely with external partner engineering teams to ensure Zoom remains a "preferred" or"certified" integration partner.
• Partnering with Product Marketing and Sales to create compelling narratives, demos, and documentation that showcase the power of an integrated CX stack.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed