Global BPO Partner Business Development at Zoom Communications

Job description

What You Can Expect You will spearhead Zoom's entry into the global BPO (Business Process Outsourcer) market — a segment representing millions of contact center agents worldwide. Your mission: pursue and onboard the largest BPOs in the world, establishing Zoom as the most disruptive CX platform partner in the outsourcing industry. You will own the full pursuit lifecycle — from initial engagement through signed partnership — then hand off to the field for ongoing account management. This is a hunter role built for someone who thrives on opening doors, navigating complex organizations, and closing strategic partnerships that reshape how outsourced customer experiences are delivered. About the Team Our Channel GTM team collaborates across CX Product, Sales, Partner Programs, and Operations to build and scale new routes to market — and BPO is the next frontier. We've already invested in building a BPO Partner Program with tailored commercial models, certifications, volume licensing agreements, and partner/customer hybrid GTM motions. Now we need the right person to go land the partnerships. Responsibilities Identifying, pursuing, and closing BPO partnerships globally — the largest outsourcers operating millions of contact center seats across voice, chat, email, messaging, and social channels Owning the full business development lifecycle: prospecting, discovery, relationship building, negotiation, and partnership execution — then handing off onboarded partners to the field organization Positioning Zoom's CX portfolio (Contact Center, Virtual Agent, Workforce Engagement Management) as the platform of choice for BPO operations, emphasizing differentiated models, scalability, and AI-powered capabilities Navigating the unique needs of BPO partners — including flexible scaling, reporting, partner/customer hybrid GTM motions, outcome-based pricing, and certification requirements — that distinguish BPOs from traditional enterprise brands Partnering cross-functionally with CX Product, Partner Programs, and Operations to shape BPO-specific offerings, ensure technical readiness, and drive seamless partner onboarding Building and presenting compelling business cases to BPO executive leadership that demonstrate the ROI of migrating to or adopting Zoom's CX platform Tracking pipeline, forecasting deal progression, and reporting on partnership development milestones to Channel and CX leadership Collaborating with the Partner Programs team to refine BPO-specific program elements — pricing, certifications, volume licensing agreements, and enablement content — based on field feedback from active pursuits What We’re Looking For 7+ years of experience in business development, strategic partnerships, or channel sales within CCaaS, UCaaS, or contact center technology — with direct exposure to BPOs Proven track record of sourcing and closing complex, multi-stakeholder partnerships with large outsourcers, managed service providers, or similar partner ecosystems Deep understanding of the BPO operating model — including how outsourcers evaluate, procure, and deploy contact center platforms at scale across geographies and clients Experience navigating commercial negotiations involving volume licensing, outcome-based pricing, multi-tenant requirements, and partner/customer hybrid go-to-market structures Strong executive presence with the ability to build C-level relationships at global BPO organizations and articulate Zoom's CX value proposition in their language Familiarity with Zoom's CX portfolio (Contact Center, Virtual Agent, Workforce Engagement Management, Quality Management) or equivalent competitive platforms Self-starter mentality — comfortable operating in a net-new market with no existing quota baseline, measured initially on MBO-driven milestones rather than traditional quota attainment Excellent cross-functional collaboration skills — able to work across Product, Engineering, Partner Programs, and Field Sales to translate BPO requirements into