Senior Product Manager - Voice agents

What you can expect

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, analytics, 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.

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.

What we’re looking for

• 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

Salary Range or On Target Earnings:

Minimum:

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!

Ways of Working
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.

Benefits
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 contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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