Senior Product Manager, PSTN & SMS Channel

What you can expect

As the Senior Product Manager for Strategic Integrations, you will lead the vision and execution for Zoom Contact 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.

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.

• 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), Service Now (CSM), and Microsoft Dynamics 365.
• Understand their data models, API limits, and UI frameworks (e.g.,Salesforce Lightning, Service Now 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.

• 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/Graph
  
  QL APIs, OAuth flows, and Webhooks. Also have an understanding of the technical nuances of building high-availability integrations.
• Have managed a "Salesforce App Exchange" or "Service Now 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.

Minimum:

$98,900.00

Maximum:

$

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note:

Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

02/25/26

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

As part of our award-winning workplace culture and commitment to delivering happiness, our 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…