Product Management Director – Contact Center Frameworks

This is a fully remote position, open to applicants in California.

📋 Description

• Take charge of the long-term vision and roadmap for native contact center and voice AI spanning voice, digital channels, and agentic automation.

• Determine what ServiceNow will develop, partner on, or integrate.

• Establish a strong position as the CCaaS and CRM markets converge.

• Define the operational protocols for AI agents managing live customer interactions from start to finish, including autonomous resolutions, escalations, and context retention.

• Set the standards for experience and performance in real-time voice across multiple languages and thousands of simultaneous interactions.

• Direct the omnichannel agent workspace experience for Voice and Digital utilizing Agentic capabilities.

• Link conversations to completed work outcomes rather than mere logged activities.

• Develop partnerships with Carrier, CPaaS, and hyperscalers to support voice delivery and meet telecom/regulatory requirements.

• Oversee competitive and commercial positioning, including the packaging and consumption models for AI capabilities.

• Serve as an executive-facing subject matter expert across Product, Engineering, Legal, and Go-to-Market teams without direct authority.

• Collaborate with CCaaS and BYOC providers to create alternatives to the existing ecosystem.

⛳️ Requirements

• Proven experience in leveraging or critically analyzing the integration of AI into work processes, decision-making, or problem-solving.

• Over 15 years of experience in enterprise software product management, with substantial expertise in contact center, CCaaS, CPaaS, or conversational AI.

• Demonstrated comprehensive ownership of a voice or real-time communications product, from strategy through general availability and scaling.

• Solid understanding of telephony principles, including SIP, WebRTC, media handling, and carrier interconnect.

• Experience in deploying conversational or agentic AI in a production environment at an enterprise scale.

• Proven track record of formulating product strategies in competitive markets through primary-source competitive and market analysis.

• Experience in owning or significantly influencing commercial models, including packaging, pricing, and consumption or usage-based metering.

• Established ability to build and organize third-party partnerships and negotiate technical and commercial scopes with infrastructure or platform vendors.

• Capacity to influence at VP and C-levels within a matrixed organization and drive initiatives to execution without direct authority.

• Exceptional written and verbal communication skills.

• Ability to directly engage with enterprise customers to gather requirements, validate solutions, and promote adoption of complex operational products.

• High energy, self-motivated individual with a keen aptitude for learning new technologies.

• Background as an engineer in development, quality assurance, or DevOps/CloudOps is a plus.

• Familiarity with CRM or service management platforms, especially at the intersection of CRM and contact centers, is beneficial.

• Understanding of contact center regulatory and compliance standards, including call recording consent, PCI, HIPAA, and regional data residency, is advantageous.

• Experience dealing with telecom regulatory or licensing issues is a plus.

• Background in workforce engagement management, routing, or orchestration systems is desirable.

• Experience working with BPO or outsourced service delivery partners is a plus.

🏝️ Benefits

• Equity (when applicable)

• Variable/incentive compensation

• Health plans

• Flexible spending accounts

• 401(k) Plan with company match

• ESPP

• Matching donations

• Flexible time away plan

• Family leave programs