Director Product-AI Contact Center

Innovaccer Analytics • San Francisco, CA

4d • Onsite

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Generous Paid Time Off: 20 days of fixed time off per year, in addition to company holidays
• Best-in-Class Parental Leave
• Recognition & Rewards: monetary incentives and company-wide recognition
• Comprehensive Insurance Coverage: medical, dental, and vision insurance
• 100% company-paid short- and long-term disability and basic life insurance
• Optional perks: discounted legal aid and pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed