Product Management Director - Contact Center Frameworks
Core
Define strategy and roadmap for ServiceNow's native contact center voice capabilities, real-time voice AI, and agentic automation to transform customer workflows.
Role type
Director, Product Management (Contact Center & Voice AI)
Builds
Native contact center platform, real-time voice AI agents, omnichannel agent workspace, carrier/CPaaS partnerships
Domain
Enterprise Software, Contact Center (CCaaS), Conversational AI, Telephony
Deliverable
production ML models | product features
Required skills
Contact Center/CCaaS/CPaaS domain expertise, Voice AI strategy, Telephony fundamentals (SIP/WebRTC), Enterprise product management, Agentic AI workflows, Commercial modeling, Strategic partnerships, Executive influence
Preferred skills
CRM/service management platforms, Regulatory compliance (PCI/HIPAA), Workforce engagement management, BPO partner experience, Engineering background
Technologies
ServiceNow, CCaaS, CPaaS, Voice AI, SIP, WebRTC
Responsibilities
Own multi-year vision for native contact center and voice AI; Define AI agent behavior for live conversations; Set performance bars for real-time voice; Guide omnichannel agent workspace experience; Build carrier and hyperscaler partnerships; Own competitive and commercial positioning; Influence VP/C-level stakeholders without direct authority
Seniority
Director, Individual Contributor, Company-wide scope