Contact Center Industry Veteran Bill Devlin Joins ZOOM International to Lead Product Management

ZOOM International, a leader in workforce optimization and contact centre software announced the appointment of Bill Devlin to vice president of worldwide product management. He will lead product innovation and development for ZOOM and align the company’s vision and strategic initiatives—ultimately helping ZOOM maintain its second-to-none Net Promoter Score™ and growing its leadership position in the WFO industry.

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“Bill has a proven track record of success in building cloud-native products that have delivered significant value in the unified communications and contact center industries, such that his product teams have gone from zero dollars in revenue to tens of millions annually,” said Brian Shore, chief executive officer of ZOOM International. “His leadership will help ZOOM transform top contact center business challenges into effective solutions, helping our customers achieve outstanding business outcomes. Furthermore, he shares the executive team’s unwavering commitment to customer and partner satisfaction.”

Devlin brings unique knowledge of the UCaaS, CCaaS, and CPaaS sectors to the product management division. Previously, he was principle product manager at Genesys/Interactive Intelligence, where he led the development of PureCloud products from inception. Prior to that, Devlin was director of technical training and sales engineer at AudioCodes and a software and systems engineer at Nortel. Over his career, he has designed comprehensive contact center solutions, including modern and open APIs, telephony, omnichannel interactions, voice of the customer, analytics, quality management, workforce management and continuous contact center improvement.

Responsible for developing best-in-class customer intimacy, Devlin will be tasked with building a team of all-stars and delivering on an innovative product roadmap. In addition, he will be a driving force behind ZOOM’s business and cloud strategy, go-to-market efforts and technology platforms.

“ZOOM represents a tremendous opportunity to apply the core product philosophies I’ve built over the years,” said Devlin. “Both the customer-centric culture and leadership team at ZOOM are a great fit for product management to excel and build products people love. I believe that ZOOM can revolutionize how brands deliver on customer experience and optimize the contact center across people, process and technology. I’m very excited to help ZOOM grow at this stage in its lifecycle.”