[Remote] Contact Center Technical Project Manager at Zoom

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

SoftwareIndustries

Requirements

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
Good organizational skills with exceptional attention to detail
Excellent communication and interpersonal skills to manage diverse stakeholders
Proficiency in project management and document management tools
Experience with contact center solutions, WFM, QM, AI, and virtual agent technologies
Experience with formal scope management processes and risk management

Responsibilities

Manage complex project portfolios for Zoom Contact Center, Virtual Agent, WFM, QM, and Agent Assist implementations
Develop and maintain comprehensive project plans with critical path analysis, dependencies, and resource forecasting
Implement formal scope management processes to control project boundaries and manage change requests
Serve as a strategic liaison between customer executive teams and Zoom leadership, aligning project objectives with business outcomes
Facilitate executive meetings to ensure visibility, accountability, and strategic alignment
Develop executive-level reporting and dashboards to communicate project health, risks, and business impact
Oversee resource allocation across multiple work streams, optimizing team utilization and preventing bottlenecks
Manage project financials, including budget tracking, forecasting, and variance analysis
Develop and maintain project plans, including resource allocation, capacity planning, and risk management
Coordinate with product managers, engineers, designers, and operations teams to ensure successful implementation of new features

Skills

Project Management

Resource Allocation

Capacity Planning

Scope Management

Risk Management

Budget Tracking

Forecasting

Stakeholder Management

Executive Reporting

Project Planning

Document Management

Zoom

Video conferencing and online meeting solutions

About Zoom

Zoom provides video conferencing and online meeting solutions that allow users to conduct virtual meetings, webinars, and collaborative sessions. Its main product is video conferencing software, which enables high-quality video and audio communication, along with features like screen sharing, group messaging, and virtual backgrounds. Zoom also offers specialized products for larger events, such as Zoom Webinars and Zoom Events. The company operates on a freemium model, providing basic services for free while charging for advanced features through subscription plans tailored for various users, including businesses, educational institutions, and healthcare providers. Zoom stands out from competitors due to its user-friendly interface, reliable performance, and scalability for different needs, making it a vital tool for remote work, online education, telehealth, and social interactions.

San Jose, CaliforniaHeadquarters

2013Year Founded

$144.5MTotal Funding

IPOCompany Stage

Enterprise Software, Education, HealthcareIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Hybrid Work Options

Flexible Work Hours

Stock Options

Company Equity

Paid Vacation

Paid Sick Leave

Risks

Increased competition from Microsoft Teams and Google Meet threatens Zoom's market share.

Privacy concerns and regulatory scrutiny could impact Zoom's operations and reputation.

Hybrid work models may reduce demand for virtual meetings, affecting Zoom's growth.

Differentiation

Zoom offers a user-friendly interface with reliable performance for virtual meetings.

The platform supports diverse needs, including remote work, education, and telehealth.

Zoom's freemium model attracts a wide range of users with scalable subscription options.

Upsides

Zoom integrates AI tools to enhance virtual meeting effectiveness and productivity.

The expansion of 5G networks improves Zoom's video conferencing quality and accessibility.

Zoom's secure, HIPAA-compliant solutions drive demand in the telehealth sector.

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