Senior PM, Analytics & AI for Contact Center (Remote)

Zoom; Hartford (CT); Hybrid; USD 124,000 - 271,000; Full time

Job summary

Zoom is seeking a Senior Product Manager for Analytics and Insights on the Zoom Contact Center team. You will define the roadmap for real-time and historical analytics, custom reporting, and AI-driven insights across millions of interactions.

You will partner with engineering, data science, and design to deliver enterprise-grade analytics capabilities that are reliable, customizable, and valuable for operations.

Qualifications

• Strong track record in product management with data platforms, analytics products, or event-driven systems.
• Bachelor’s degree in CS/engineering/data science or related field and experience in agile environments.
• Deep expertise in real-time and historical analytics, reporting, and data modeling with SQL and analytical tooling.

Responsibilities

• Define and execute the product strategy and roadmap for contact center analytics.
• Lead end-to-end product development from discovery through post-launch.
• Partner with engineering and data science to shape data models and reporting architecture.
• Drive market, competitive, and user research to identify trends and needs.
• Collaborate with cross-functional feature teams to surface business intelligence from data.
• Create and maintain a cohesive vision for real-time and historical analytics and AI-driven insights.
• Build relationships with engineering, data science, design, and leadership to influence priorities.

Skills

Analytics & data

AI tools experience

Contact center analytics

Stakeholder influence

Education

Bachelor's degree in CS/Engineering/Data Science

Tools

Jira

Figma

Productboard

SQL

Job description

Zoom is seeking a Senior Product Manager for Analytics and Insights on the Zoom Contact Center team. You will define the roadmap for real-time and historical analytics, custom reporting, and AI-driven insights across millions of interactions.

You will partner with engineering, data science, and design to deliver enterprise-grade analytics capabilities that are reliable, customizable, and valuable for operations.