ZIRO

Role Description You are a senior UC support expert who thrives in high-impact environments, confidently owning escalations, complex troubleshooting, and customer-critical incidents from start to resolution. You combine deep technical expertise in Microsoft Teams telephony, voice routing, and log analysis with calm, proactive communication that builds trust during high-pressure situations. Above all, you are accountable, solutions-oriented, and driven to deliver strong CSAT, SLA performance, and long-term client stability. This role represents the highest technical escalation point within Managed Services, responsible for resolving complex incidents, guiding troubleshooting strategy, and protecting client stability during critical events. What you will do - Take ownership of escalations from Tier I/II and 3rd-party vendors - Manage standard ticket load & process adherence - Incident resolution per escalation matrix - Standard client maintenance - Ensure client documentation & KB updates - Participate in on-call rotation - Lead MS Teams telephony site builds with service delivery - Call answering – Support line - Mentor junior teammates - Postmortem technical lead for critical customer issues - Assist with training & cross-training - Recommend quarterly process improvements - Participate/prepare for customer meetings - Support ZIRO platform technologies including ZPC and ZPM alongside Microsoft Teams, Cisco UC, and related collaboration systems - Proactive client and internal communication - Join customer calls for escalated issues - Troubleshoot high-impact, multi-user, or site-wide call quality issues - Advanced log analysis - RCA and postmortem ownership Qualifications - Deep expertise in Microsoft Teams telephony (Direct Routing, PSTN/SIP trunks, call flows, migrations) - Advanced troubleshooting capabilities across UC environments - 3+ years of experience in a multi-client fast-paced managed services environment Requirements - Proven ability to manage escalations, adhere to SLAs/SLOs, maintain high-quality documentation, and consistently deliver strong CSAT while balancing ticket load and on-call responsibilities - Both verbal and written skills to confidently lead escalated customer calls, own postmortems and RCA, mentor Tier I/II teammates, contribute to knowledge sharing, and drive at least one meaningful process improvement per quarter - MS-700 certification (or ability to obtain within 90 days) and a continuous learning mindset to support evolving UC platforms including ZPC/ZPM, WebEx, and related collaboration technologies Benefits - Flexible, take what you need PTO - Competitive wages - Company sponsored health, vision and dental plans - Fully remote roles - Home office budget - Company sponsored social events

Role Description This is a rare chance to own product at a company with a proven foundation and an ambitious new frontier. ZIRO’s core platform is established and trusted by enterprise customers. Now, we’re expanding into communication commitment intelligence — a new category that transforms how organizations capture, track, and act on what gets said and decided across their communications stack. As Head of Product, you’ll lead both the evolution of our core platform and the development of this new initiative. You’ll define strategy, build a high-performing product team, and work closely with Engineering, Sales, and Customer Success to ship products customers genuinely love. Qualifications - 4+ years leading a Product Management organization at the Director, VP Product, or CPO level, including hiring, coaching, and developing Product Managers and Product Owners. - 4+ years of hands-on Product Management experience owning strategy, roadmaps, prioritization, and business outcomes for commercial software products. - Proven experience with revenue-generating B2B SaaS or enterprise software products where software sales or subscriptions were the primary business model. - Deep experience working with highly technical enterprise products and partnering effectively with Engineering teams to balance customer needs, business goals, and technical realities. - Strong strategic, analytical, and leadership skills, with a demonstrated ability to influence cross-functional stakeholders and drive product vision from concept through execution. Requirements - Define and own ZIRO’s product vision, strategy, and roadmap across the core platform and new product initiatives, ensuring alignment with business objectives and market opportunities. - Lead and grow the product organization, hiring, coaching, and developing Product Managers and Product Owners into a high-performance team built on accountability and customer obsession. - Partner closely with Engineering to deliver high-quality products and features that solve meaningful customer problems. - Translate complex customer, market, and business needs into a clear product strategy and prioritized roadmap. - Establish and maintain a disciplined product management process, including roadmap planning, backlog prioritization, discovery, and product delivery. - Leverage customer feedback, market research, analytics, and competitive intelligence to inform product decisions and investments. - Work directly with customers, partners, and internal stakeholders to validate product direction and uncover emerging opportunities. - Drive product discovery initiatives to ensure the team is solving the right problems before investing development resources. - Define and track product success metrics, using data to measure outcomes and continuously improve the customer experience. - Collaborate with Sales, Marketing, Customer Success, and Managed Services to ensure successful product launches, adoption, and growth. - Serve as the internal and external product evangelist, clearly communicating vision, priorities, and product value to stakeholders. - Build scalable processes, frameworks, and operating rhythms that enable the product organization to grow alongside the business. - Identify opportunities to leverage AI, automation, and emerging technologies to strengthen ZIRO's platform and competitive position. - Mentor and develop Product Managers and other product team members, helping them grow their skills and impact. - Champion a customer-first mindset, ensuring every product decision supports the mission of making enterprise communications simpler, smarter, and more effective. Benefits - Flexible, take what you need PTO 🏖️ - Competitive wages 💵 - Company sponsored health, vision and dental plans ⚕️ - Fully remote roles 💻 - Home office budget 📎 - Company sponsored social events 🤩

Role Description This is a hands-on, get-it-done engineer who keeps ZIRO’s software running smoothly from code to production and everything in between. You take complex, inherited systems and turn them into clean, scalable, well-documented infrastructure that teams actually love to use. You build and improve CI/CD pipelines, monitoring, and release processes that make shipping software fast, safe, and repeatable. At the end of the day, your work empowers engineers to move quickly with confidence and ensures our platforms are stable, reliable, and ready for anything. What you will do - Build, Scale and Maintain a Consistent and repeatable release process for products managed by the R&D Ops team - Build and maintain infrastructure to support ZIRO’s SaaS products with high availability (failover/disaster recovery) - Plan and maintain infrastructure to support CI/CD pipeline and automated testing - Writing, updating documentation such as runbooks/playbooks for operations to follow - Point of escalation for operations and engineering - Provide support and escalation for CI/CD pipeline - Build and Maintain monitoring and management systems for systems managed by the R&D Ops team Qualifications - 5–8+ years in DevOps, SRE, or Infrastructure roles supporting SaaS or enterprise platforms - Strong experience designing and maintaining CI/CD pipelines, automated testing, and release workflows - Deep knowledge of cloud infrastructure (Azure/AWS) including high availability and disaster recovery - Hands-on experience with Infrastructure as Code tools (e.g., Terraform, Ansible) and system automation - Proven ability to troubleshoot production issues, build monitoring/alerting systems, and partner closely with engineering and ops teams Benefits - Flexible, take what you need PTO 🏖️ - Competitive wages 💵 - Company sponsored health, vision and dental plans ⚕️ - Fully remote roles 💻 - Home office budget 📎 - Company sponsored social events 🤩 Company Description ZIRO is a leader in Unified Communications, helping customers deliver modern voice through Teams Phone and Microsoft 365. We help companies migrate, automate and manage their phone systems with industry-leading technology and decades of expertise with enterprise calling. Our platform simplifies the complex, helps IT teams move faster, and deliver a unified experience to every user. We’re a growing, people-first team that values accountability, courage, innovation, passion, selflessness and good judgment. We are on the mission to make every conversation count, and you can be too!

Role Description You are a builder at heart, someone who knows how to turn strategic partnerships into real pipeline and revenue growth. You thrive in fast-paced, high-accountability environments, love getting in the trenches with partners, and know how to influence sellers, drive co-sell motions, and create momentum across complex channel ecosystems. You bring a strong operational mindset, a track record of delivering against quota, and the relationship-building skills to earn credibility with partners ranging from national VARs to TSDs and their reseller networks. Most importantly, you are energized by creating opportunities, winning as a team, and building programs that scale. What you will do - Engage with Account Managers, Sales Engineers and Trusted Advisors and other key stakeholders within key partners to enable them on the value of the ZIRO Platform and ensure their ability to position ZIRO into their customer bases. - Increase partner seller engagement within the ZIRO Partner Portal, which includes but is not limited to accessing key sales collateral, reviewing and completing sales/product trainings, completing deal registrations and delivering marketing support. - Coordinate and attend onsite partner activities to build relationships with partner sellers monthly (In-office of partner, or face-to-face events with partner sellers). - Conduct regular business reviews (QBRs) with key points of contact to track and manage performance of key partners, while bringing strategic motions to increase engagement in the form of opportunity growth across the partner to achieve targets monthly. - Run outbound campaigns and/or outreach into seller contacts within partners to increase awareness of ZIRO and to grow active seller base. - Execute weekly meetings with partner seller contacts to discuss account mapping and strategies for opportunity creation within their customer bases. - Articulate and deliver ROI insights into pay-to-play activities and expected outcomes from these activities. - Coordinate with partner marketing internally and externally to drive key pipeline generation activities such as outbound customer campaigns, webinars, partner Customer Events (Lunch & Learns, Engagement Activities), deal registration SPIFFs, content Syndication & Sharing. - Coordinate with sales, marketing, product, and customer success teams to support partner needs for an effective go to market motion from both a ZIRO and partner side. - Provide partner feedback internally to influence product roadmap and go-to-market strategy. - Drive your new opportunities and pipeline creation targets monthly within your assigned partners. Benefits - Flexible, take what you need PTO 🏖️ - Competitive wages 💵 - Company sponsored health, vision and dental plans ⚕️ - Fully remote roles 💻 - Home office budget 📎 - Company sponsored social events 🤩 - Uncapped commission structure (specific for sales roles) 📈 Company Description ZIRO is a leader in Unified Communications, helping customers deliver modern voice through Teams Phone and Microsoft 365. We help companies migrate, automate and manage their phone systems with industry-leading technology and decades of expertise with enterprise calling. Our platform simplifies the complex, helps IT teams move faster, and deliver a unified experience to every user. We’re a growing, people-first team that values accountability, courage, innovation, passion, selflessness and good judgment. We are on the mission to make every conversation count, and you can be too!

• Shape positioning and messaging. • Lead competitive intelligence. • Drive the Microsoft ecosystem motion. • Run product launches. • Build sales enablement that works. • Support analyst relations. • Inform pricing and packaging. • Source customer evidence.

Role Description You’re a passionate builder of teams and processes, a trusted advisor, and have the kind of “golden retriever” energy that naturally champions great workplace culture. You’ve led full-cycle recruitment across technical, sales, and leadership roles, and you’ve seen enough to know what great looks like in each. You’re also comfortable rolling up your sleeves on the HR fundamentals, from benefits administration and performance management to the occasional legal or compliance puzzle. If you’re a true HR generalist with a real love for recruiting, keep reading. What you will do - HR: - Maintain and manage employee benefits. - Support managers with performance initiatives and ensure role clarity. - Draft agreements, coordinate reviews, and serve as primary contact for exiting employees. - Maintain accurate and confidential employee files. - Develop and maintain bilingual HR policies aligned with business needs. - Own employee experience and advise on policies, leaves, and workplace concerns. - Leverage talent and market data to inform hiring and people practices. - Draft offers, contracts, contractor agreements, and manage renewals of contractors. - Coordinate company onboarding and guide new hiring managers through recruitment processes. - Provide guidance to employees and leaders on people-related matters. - Recruitment: - Partner with hiring managers to develop and refine competency-based scorecards that clearly define success in each role. - Draft compelling job descriptions and publish to relevant boards. - Proactively build and maintain strong talent pipelines through applicant review, direct sourcing, and referral generation. - Ensure the ATS and HRIS remain accurate and organized. - Collaborate with hiring managers to develop structured screening questions aligned to role scorecards. - Prepare compelling offer presentations and lead or support offer discussions in alignment with the hiring manager. - Serve as the primary point of contact for candidates throughout the recruitment lifecycle, leading screenings, interviews, and offer presentations. - Coordinate new hire onboarding. Qualifications - 3-5 years experience in a similar role with full cycle recruiting experience. - Strong understanding of managing a remote workforce. - Employment law knowledge across Canadian provinces. - Hands-on experience working with Greenhouse & Collage ATS/HRIS systems. - Familiarity with The A Method for Hiring is a bonus. - Having previously worked with an EOR. - Dynamic communicator, ability to be direct and drive conversations that propel the business forward. - Bilingual (FR/EN) candidates strongly preferred. Benefits - Flexible, take what you need PTO. - Competitive wages. - Fully remote roles. - Home office budget. - Company sponsored social events. Company Description ZIRO is a leader in Unified Communications, helping customers deliver modern voice through Teams Phone and Microsoft 365. We help companies migrate, automate and manage their phone systems with industry-leading technology and decades of expertise with enterprise calling. Our platform simplifies the complex, helps IT teams move faster, and deliver a unified experience to every user. We’re a growing, people-first team that values accountability, courage, innovation, passion, selflessness and good judgment. We are on the mission to make every conversation count, and you can be too!

• Maintain consistent, structured communication with customers to understand evolving business goals and technological needs. • Transform from a vendor to a strategic partner by aligning ZIRO’s technical roadmap with the customer’s long-term business outcomes. • Guide customers in optimizing ZIRO’s solutions to meet business objectives. • Help customers quantify and articulate ROI from ZIRO’s solutions. • Partner with Sales Engineer to develop joint account plans for top customers. • Drive net-retention by owning the end-to-end sales cycle for existing accounts; you will be responsible for identifying expansion opportunities and closing deals to hit growth targets. • Execute discovery and delivery of customer needs across the lifecycle, from onboarding to renewal. • Own all renewal forecasting and execution. • Conduct Partnership Reviews that translate complex usage data into clear ROI narratives, positioning ZIRO as an indispensable part of their tech stack. • Ensure consistent retention communications—triggered 120–90 days before contract expiration. • Serve as the customer’s advocate to internal teams, influencing product and service improvements. • Solicit testimonials, case studies, and references from high-value accounts. • Track customer usage, engagement, and health metrics; share data-driven insights with leadership. • Maintain CRM hygiene with accurate renewal, opportunity, and activity data.

Role Description You are a customer-focused product professional who thrives on turning complex problems into simple, scalable solutions. You bring strong judgment and prioritization skills, balancing customer needs, business goals, and technical constraints with ease. You’re highly collaborative, working seamlessly with engineering, stakeholders, and go-to-market teams to bring products to life. You take ownership, communicate clearly, and are driven to deliver high-quality experiences that make a real impact. - Own and continuously prioritize the product backlog to align with the product roadmap, customer needs, and business objectives. - Define and maintain clear, detailed user stories to ensure development teams can efficiently design and build solutions. - Translate complex customer challenges and business needs into actionable product requirements. - Ensure product and feature designs align with established UI/UX best practices and deliver a high-quality user experience. - Collaborate with cross-functional stakeholders, including customers, business leaders, and internal teams to gather requirements, validate assumptions, and refine the product vision. - Partner with Sales and Product Marketing to support go-to-market efforts, including product positioning, messaging, collateral, and enablement tools. - Manage and communicate delivery expectations, ensuring stakeholders have clear visibility into timelines, scope, and trade-offs. - Define clear acceptance criteria for all user stories to ensure alignment on “definition of done.” - Review completed work and accept or reject deliverables based on alignment with acceptance criteria and customer requirements. - Continuously gather, analyze, and incorporate customer feedback to improve product performance and user satisfaction. - Monitor market trends, customer needs, and competitive offerings to inform product strategy and maintain market relevance. Qualifications - 3-5 years in a product owner or manager role for a software product. - Excellent verbal and written skills are a must-have to be able to convey product vision and requirements to stakeholders and devs. Command of the English language. - Basic understanding of coding, technical concepts, Web Application Development (HTML, RESTful APIs) and bonus points for hands-on experience with Microsoft Azure, EntraID, MSFT Teams, telephony or unified communications. - Need the ability to translate complex technical concepts into actionable product requirements. Benefits - Flexible, take what you need PTO 🏖️ - Competitive wages 💵 - Company sponsored health, vision and dental plans ⚕️ - Fully remote roles 💻 - Home office budget 📎 - Company sponsored social events 🤩 Company Description ZIRO est un leader dans le domaine des communications unifiées, aidant ses clients à proposer des services vocaux modernes via Teams Phone et Microsoft 365. Nous aidons les entreprises à migrer, automatiser et gérer leurs systèmes téléphoniques grâce à une technologie de pointe et à des décennies d’expertise dans le domaine de la téléphonie d’entreprise. Notre plateforme simplifie les processus complexes, permet aux équipes informatiques d’agir plus rapidement et offre une expérience unifiée à chaque utilisateur. Chez ZIRO, nous croyons que des perspectives diverses nous rendent plus forts. Nous nous engageons à créer un lieu de travail inclusif, équitable et accessible où chacun se sent respecté, soutenu et capable de donner le meilleur de lui-même.