Director Product-AI Contact Center
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
- Generous Paid Time Off: Recharge and relax with 20 days of fixed time off per year, in addition to company holidays-because we believe work-life balance fuels performance.
- 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.
Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.
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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 [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.