Contact Center Technical Project Manager

Professional Services Project Manager

We're looking for a proactive, detail-oriented Professional Services Project Manager to drive successful Zoom Contact Center and Customer Experience implementations. In this customer-facing role, you'll be the primary liaison between our customers and internal teams, ensuring seamless project execution and high-quality outcomes. Experience with contact center solutions, WFM, QM, AI and virtual agent technologies is highly valued. About the Team In this role, you will be responsible for the overall delivery of new features for Zoom Contact Center. This includes project managing the release plans, diving into the feature technical discussions and coordinating with product managers, engineers, designers and operations. Responsibilities + Managing complex project portfolios for Zoom Contact Center, Virtual Agent, WFM, QM, and Agent Assist implementations, including resource allocation and capacity planning. + Developing and maintaining comprehensive project plans with critical path analysis, dependencies, and resource forecasting. + Implementing formal scope management processes to control project boundaries and manage change requests. + Serving as a strategic liaison between customer executive teams and Zoom leadership, aligning project objectives with business outcomes. + Facilitating executive meetings to ensure visibility, accountability, and strategic alignment. + Developing executive-level reporting and dashboards to communicate project health, risks, and business impact. + Overseeing resource allocation across multiple work streams, optimizing team utilization and preventing bottlenecks. + Managing project financials including budget tracking, forecasting, and variance analysis. What we're looking for + 6-9 years of experience leading complex, multi-stakeholder implementations, including cross-product, high-risk or high-visibility projects. + Manage project management, project plan, and document management tools. + Have hands-on experience managing deployment projects for contact center, workforce management, quality management, and virtual agent technologies. + Have proven experience as a Project Manager or Coordinator, ideally in a customer-facing role or contractor capacity. + Track record of improving delivery processes and influencing cross-functional teams. + Have good organizational skills with exceptional attention to detail. + Have excellent communication and interpersonal skills to manage diverse stakeholders. + Have proficiency in project management and document management tools. + Project Management certifications (e.g., PMP, PRINCE2). Salary Range or On Target Earnings : Minimum : $97,600.00 Maximum : $225,700.00 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 : 10 / 31 / 25 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. 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 knowwe'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.