Director, Product Management - CX & Contact Center Technology
Core
Lead global strategy and delivery of contact center technologies and AI-driven capabilities to transform end-to-end customer and agent experiences.
Role type
Director, Product Management (CX & Contact Center Technology)
Builds
Integrated CX product ecosystem including CRM, CDP, omnichannel communication platforms, and intelligent automation solutions.
Domain
Transportation/Rental industry, Customer Experience, Contact Center Technology, AI/Conversational AI
Deliverable
production ML models | product features
Required skills
Global product strategy, Agile pod/squad leadership, Cross-functional team orchestration, AI-driven solution implementation, CRM/CDP platform expertise, Contact center operations knowledge, Data-driven decision making, Executive communication
Preferred skills
MBA, Experience with Amazon Connect, Conversational AI, Intelligent routing, Predictive insights
Technologies
Amazon Connect, CRM systems, Customer Data Platform (CDP), Knowledge Management systems, Omnichannel communication services
Responsibilities
Define and execute global product roadmap for contact center technologies, Establish and lead cross-functional product pods, Drive adoption of AI and conversational AI capabilities, Own full product lifecycle from discovery to release, Integrate and modernize legacy and modern contact center platforms, Translate customer insights into prioritized product investments
Seniority
Director, strategic leadership & global delivery
