Senior Product Manager - Voice agents

Zoom • San Jose, CA

1d • Hybrid

About The Position

We seek a highly technical, customer-focused Senior Product Manager to drive the development of advanced AI agents for Zoom Virtual Agent. This individual will design and deliver voice experiences integrating speech, telephony, reasoning, tools, orchestration, and enterprise-grade reliability. The ideal candidate collaborates closely with engineering on architecture, latency, ASR/TTS, SIP/VoIP, evaluation systems, guardrails, and integrations. They also demonstrate exceptional product judgment in customer workflows, UX quality, monetization, enterprise adoption, and measurable outcomes. Collaboration with engineers, applied scientists, and design leads will shape and deliver the next generation of AI voice agents. About the Team Zoom Virtual Agent (ZVA) is Zoom's AI-powered conversational platform, delivering intelligent voice and chat experiences to enterprises worldwide.

Requirements

• Have 5+ years of product management experience, with at least 2 years focused on AI/ML products in production.
• Need hands-on experience building or shipping voice agent or conversational AI products (IVR, voicebot, virtual assistant, or similar).
• Demonstrate deep understanding of the voice stack: ASR (Automatic Speech Recognition), TTS (Textto-Speech), NLU, dialogue management, and LLM-based orchestration.
• Need to be proficiency with Claude Code or similar agentic coding tool to prototype features, explore codebases, automate data analysis, and accelerate PRD-to-prototype workflows without requiring dedicated engineering time.
• Have the ability to read and critique model evaluation results, benchmark comparisons, and system architecture diagrams.
• Need experience writing detailed PRDs and API specs that engineering teams can build from without ambiguity.
• Demonstrate proven track record of shipping B2B SaaS products at scale, ideally in the CCaaS or UCaaS space.
• Have proven ability to work with UX leads and demonstrated strong product/UX sense

Responsibilities

• Owning the voice agent roadmap: define vision, strategy, and quarterly priorities for ZVA's spokenconversation experiences.
• Partnering closely with ML/AI engineers and applied scientists to design and evaluate models for intent recognition, entity extraction, dialogue management, and speech synthesis.
• Driving product requirements for ASR, TTS, NLU, and LLM-orchestrated agent frameworks, translating research breakthroughs into customer-facing features.
• Defining and track product KPIs (containment rate, CSAT, latency, WER, interruption handling) and use data to iterate rapidly.
• Building alignment across engineering, design, go-to-market, and customer success — from internal pilots to GA launches.
• Conducting deep discovery with enterprise customers and contact-center partners to surface unmet needs and validate prototypes.
• Representing ZVA voice capabilities at external events, analyst briefings, and customer advisory boards.
• Contributing to Zoom's broader AI platform strategy and identify opportunities for cross-product integration.

Benefits

• award-winning workplace culture
• commitment to delivering happiness
• benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

What This Job Offers

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