Senior Product Manager, Contact Center-Proactive Outbound

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 and shape the strategy and execution of outbound voice dialers, transforming the platform into a modern omnichannel solution across various channels.

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

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