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Director Product-AI Contact Center
Full-time
About The Role
We are looking for an exceptional product leader to build and scale our next-generation AI-powered Contact Center and Customer Operations platform.
This leader will own the product vision, strategy, roadmap, and execution for transforming traditional contact centers into AI-native, increasingly autonomous operations. The platform will combine conversational AI, voice, intelligent routing, agent assist, AI agents, workflow automation, knowledge, analytics, and enterprise systems into a unified experience that dramatically improves customer experience while reducing cost and creating capacity.
This is a high-impact leadership role for a product executive who can operate at the intersection of AI, enterprise software, customer experience, and business transformation. The ideal candidate is equally comfortable defining a multi-year product vision with executives, working deeply with engineering and AI teams, and sitting with customers to understand complex operational problems.
A Day in the Life
Define and drive the product vision and strategy for an AI-native contact center platform
Build a differentiated product roadmap spanning:
AI voice and conversational experiences
Virtual agents and autonomous AI agents
Agent assist and human-AI collaboration
Intelligent routing and orchestration
Knowledge and enterprise context
Workflow automation
Quality management and interaction intelligence
Workforce optimization
Contact center analytics and business intelligence
Customer journey orchestration
Establish a clear path from human-assisted AI-assisted AI-led autonomous customer operations
Develop the platform architecture and product strategy required to unify voice, digital channels, data, AI, workflows, and enterprise applications
Partner closely with engineering, AI/ML, design, GTM, sales, marketing, and customer success to translate strategy into market-leading products
Work directly with strategic customers and executives to identify high-value use cases and convert them into scalable products
Define product-led growth and commercialization strategies, including packaging, pricing, consumption models, and ROI measurement
Build the product organization, operating model, talent strategy, and culture required to scale the business
Establish measurable product outcomes including automation rate, containment, resolution rate, cost per interaction, customer satisfaction, revenue impact, and time created for employees
Serve as a senior product evangelist with customers, partners, analysts, and the broader AI ecosystem
The Opportunity
The contact center is undergoing a fundamental transformation
Traditional contact centers were built around humans using software
The next generation will be built around AI agents using enterprise context, tools, workflows, and humans when needed
Our ambition is to build the platform that enables enterprises to make this transition — moving beyond point solutions and chatbots toward end-to-end autonomous customer operations
The successful leader will define what this category looks like and build the product that becomes its foundation.
This is an onsite role based in San Francisco, CA, requiring five days a week in the office
What You Need
Product Leadership
12\+ years of product management experience, with significant leadership responsibility for enterprise software products
Proven experience taking products from concept launch product-market fit scale
Experience owning a large product portfolio and influencing business strategy, revenue, and growth
Demonstrated ability to build and lead high-performing product organizations
AI & Contact Center Expertise
Deep understanding of several of the following:
Contact center / CCaaS
Conversational AI
Voice AI and speech technologies
AI agents and agentic workflows
Customer experience platforms
CRM and enterprise applications
Enterprise AI infrastructure
Leadership Characteristics
We are looking for a builder, not simply a roadmap manager.
You are:
Customer obsessed — you spend time with customers and understand their operational reality
AI native — you understand what AI fundamentally changes about product design and user experience
Commercially minded — you think in terms of revenue, margins, adoption, and ROI
Platform oriented — you see the underlying infrastructure and reusable capabilities behind individual use cases
Outcome driven — you measure success by business impact, not feature velocity
High velocity — you can move from insight to prototype to production quickly
Strategic and hands-on — comfortable setting a three-year vision while diving into today's product decisions
Exceptional communicator — able to influence engineers, customers, executives, investors, and partners
We offer competitive benefits to set you up for success in and outside of work.
Here's What We Offer
Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry's most generous parental leave policies to support you during life's most important moments
Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won't go unnoticed
Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance
For any additional information, please visit the below websites:
Right to Work (English)
Right to Work (Spanish)
Disclaimer:
Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank accoun
