Senior Product Manager, Contact Center Analytics & AI Insights

Zoom; Topeka (KS); Hybrid; USD 124,000 - 271,000; Full time

Job summary

Zoom is seeking a Senior Product Manager for Analytics and Insights on the Contact Center team. You will shape how leaders and agents understand performance data from millions of customer interactions, defining the roadmap for real-time and historical analytics, custom reporting, and AI-driven insights.

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

Qualifications

• 10+ years of product management experience owning data platforms or analytics products.
• Bachelor's degree in Computer Science, Engineering, Data Science, or related field.
• Deep expertise in real-time and historical analytics, reporting, and data modeling.
• Experience with AI tools for research synthesis and data analysis.
• Familiarity with Figma, Productboard, or Jira preferred.

Responsibilities

• Define and execute the product strategy and roadmap for contact center analytics, aligning with broader product and company goals while managing stakeholder expectations across internal and external audiences.
• Lead end-to-end product development from discovery through post-launch, collaborating with engineering, design, and product marketing to define requirements, success metrics, and drive customer adoption.
• Partner with engineering and data science to shape the data model, reporting architecture, and technology decisions that ensure performance, scalability, and reliability across the Zoom Contact Center product suite.
• Drive market, competitive, and user research to identify emerging trends, customer needs, and opportunities in contact center analytics and intelligence.
• Collaborate with cross-functional feature teams to surface business intelligence from contact center interaction data across voice, messaging, email, and work item channels.
• Create and maintain a cohesive vision for real-time and historical analytics, dashboards, custom reporting, and AI-driven insights used by contact center managers, supervisors, agents, and executives.
• Build strong relationships with engineering, data science, design, and executive leadership to influence priorities and ensure analytics capabilities deliver measurable business value.

Skills

Product management

Real-time analytics

SQL

Data modeling

AI tools for analysis

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree in Computer Science/Engineering/Data Science

Tools

Figma

Productboard

Jira

Job description

Zoom is seeking a Senior Product Manager for Analytics and Insights on the Contact Center team. You will shape how leaders and agents understand performance data from millions of customer interactions, defining the roadmap for real-time and historical analytics, custom reporting, and AI-driven insights.

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