Product Owner

Product Owner - UCaaS for Zoom - Permanent

Poole, Dorset (hybrid)

Salary £60k

The Product Owner for Zoom will own the roadmap, backlog, and continuous improvement of Zoom and wider unified communications platform, ensuring it evolves in line with operational needs, customer experience, and business strategy. The role will work closely with operations, engineering, data, and suppliers to identify pain points, uncover opportunities to better use existing Zoom capability, and shape new solutions that improve efficiency, automation, and service quality.

This is a hands-on product role with a strong business analysis remit, requiring the post holder to understand how operations work today, challenge existing ways of working, and translate opportunities into clear, prioritised change. The role will be responsible for spotting where Zoom can be configured more effectively, where integrations can remove manual effort, and where new capability or extensions may be needed to support future business growth.

Key responsibilities:

• Own the product road map for Zoom, telephony and associated unified communications services, ensuring priorities align with operational needs, user demand and wider business strategy.
• Own and prioritise the Zoom platform backlog, ensuring work is aligned to business value and operational impact.
• Work with operational teams to observe processes, identify friction points, and define improvement opportunities.
• Analyse current-state journeys and processes, and determine whether the solution lies in Zoom configuration, existing feature adoption, integration, or new product change.
• Write clear user stories, acceptance criteria, and supporting analysis to enable delivery by engineering and implementation teams.
• Collaborate with internal stakeholders and external suppliers to shape, test, and deliver changes.
• Monitor adoption, effectiveness, and measurable business benefit after release.
• Maintain awareness of the Zoom road map and recommend opportunities that may support future business needs.

Key experience:

• Experience as a Product Owner, Product Manager, or Business Analyst delivering change on business-critical platforms
• Experience owning or contributing to a product road map, including defining initiatives, balancing competing stakeholder requirements and tracking delivery outcomes
• Experience working with telephony, contact centre, collaboration or UCaaS platforms (focused. Zoom, Teams, Contact Centre)
• Experience mapping operational processes and customer journeys, and turning them into clear requirements and user stories
• Experience managing and prioritising a product backlog, including balancing competing stakeholder demands
• Experience of working in Agile delivery environments (Scrum or Kanban) to ship incremental change
• Experience collaborating with external vendors or suppliers to shape, negotiate, and deliver platform or product changes
• Experience integrating communication platforms with CRM, case management or workflow systems
• Experience driving adoption of new features or capabilities across operational teams (training, comms, feedback loops)
• Experience in service transformation, automation or process improvement programmes

Skills and attributes:

• Strong analytical skills, able to understand root causes and propose pragmatic, high-value solutions
• Confident stakeholder engagement and communication skills, with the ability to challenge and influence at all levels
• Ability to write clear, testable user stories and acceptance criteria that engineers and testers can easily work from
• Ability to think strategically about platform capability and spot opportunities where change can support business goals
• Curiosity and a continuous improvement mindset, actively looking for ways to reduce waste and improve customer and agent experience
• Comfortable making prioritisation decisions and trade-offs based on business value, risk and effort
• Awareness of vendor roadmaps and ability to spot opportunities where new platform capabilities can support business strategy
• Curiosity and a continuous improvement mindset, actively looking for ways to reduce waste and improve customer experience

Qualifications:

• Degree level qualification or equivalent relevant professional experience in technology, product management, business systems or a related discipline
• Relevant product, project or service management certification would be advantageous.
• Relevant vendor or platform certifications in unified communications, telephony or contact centre technologies would be beneficial.