Director Product-AI Contact Center

Ovii's Interpretation of the Role

We need a senior product leader to own the vision, strategy and roadmap for an AI‑native contact‑center platform. The role drives cross‑functional execution, builds a high‑performing product organization, and measures business impact such as automation rate and customer satisfaction.

Role Snapshot

• Lead AI‑native contact‑center product
• Define multi‑year vision and roadmap
• Drive platform architecture and feature strategy
• Partner with engineering, AI/ML, design, GTM and sales
• Build and scale product organization
• Own product‑led growth and commercialization
• Measure automation, cost, and CX outcomes
• Serve as senior product evangelist

Must-Have Requirements

• Product management (12+ years)
• Leadership of enterprise software products
• Deep understanding of contact center / CCaaS
• Deep understanding of conversational AI
• Deep understanding of voice AI and speech technologies
• Deep understanding of AI agents and agentic workflows
• Deep understanding of customer experience platforms / CRM
• Deep understanding of enterprise AI infrastructure
• Product management
• Enterprise SaaS
• AI & contact center domain
• Onsite work in San Francisco (5 days a week)
• U.S. work authorization (E‑Verify)

Work Setup

• Location: San Francisco, United States
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Work authorization: U.S. work authorization required
• Visa sponsorship: no

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio

What You'll Likely Work On

• Set and communicate the product vision for an AI‑driven contact‑center platform
• Create and prioritize a differentiated roadmap covering AI voice, virtual agents, routing, knowledge, automation and analytics
• Define platform architecture that unifies voice, digital channels, data, AI and enterprise applications
• Collaborate with engineering, AI/ML, design, GTM, sales, marketing and customer success to deliver market‑leading features
• Engage strategic customers and executives to surface high‑value use cases and translate them into scalable products
• Design product‑led growth, pricing and consumption models, and track ROI
• Establish product organization, talent strategy and culture to scale the business
• Set measurable outcomes such as automation rate, containment, resolution, cost per interaction and customer satisfaction

Good Fit If You Have

• Customer‑obsessed and spends time with end users
• AI‑native mindset, understands how AI reshapes product design
• Commercially minded with focus on revenue, margins and ROI
• Outcome‑driven, measures success by business impact
• High‑velocity execution from insight to production