Director Product-AI Contact Center

Innovaccer
San Francisco
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningSkills: ["Customer obsessed","Commercially minded","Platform oriented","Outcome driven","Exceptional communication"]

Own the product vision, strategy, and roadmap for an AI-native contact center and customer operations platform. Lead end-to-end transformation from human-assisted to autonomous customer operations using conversational/voice AI, virtual agents, agent assist, routing/orchestration, knowledge, workflow automation, and analytics. Partner with engineering, AI/ML, design, GTM, sales, marketing, and customer success, and work directly with strategic customers and executives to deliver measurable outcomes and commercialization plans.

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FursaFursa
Innovaccer
Innovaccer
2 days ago

Director Product-AI Contact Center

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Own the product vision, strategy, and roadmap for an AI-native contact center and customer operations platform. Lead end-to-end transformation from human-assisted to autonomous customer operations using conversational/voice AI, virtual agents, agent assist, routing/orchestration, knowledge, workflow automation, and analytics. Partner with engineering, AI/ML, design, GTM, sales, marketing, and customer success, and work directly with strategic customers and executives to deliver measurable outcomes and commercialization plans.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Director level

Key Responsibilities

  • •Define and drive the product vision and strategy for an AI-native contact center platform.
  • •Build a multi-year product roadmap across AI voice/conversational experiences, virtual/autonomous agents, agent assist, routing/orchestration, knowledge/enterprise context, and workflow automation.
  • •Develop the platform architecture and product strategy to unify voice, digital channels, data, AI, workflows, and enterprise applications.
  • •Partner across engineering, AI/ML, design, GTM, sales, marketing, and customer success to translate strategy into market-leading products.
  • •Establish measurable product outcomes (e.g., automation rate, containment, resolution, cost per interaction, customer satisfaction, revenue impact) and define product packaging/pricing/ROI measurement.

Pay and Benefits

Perks:Paid LeaveParental LeaveHealth InsuranceDentalVisionLife InsuranceDisability

Key Requirements

  • •12+ years of product management experience with significant leadership responsibility for enterprise software products.
  • •Experience taking products from concept to launch, product-market fit, and scale.
  • •Proven ability to own a large product portfolio and influence business strategy, revenue, and growth.
  • •Deep understanding of AI and contact center/CCaaS concepts, including conversational/voice AI, AI agents, and customer experience platforms.
  • •Demonstrated ability to build and lead high-performing product organizations.
Experience:Enterprise softwareCCaaSAIAI/MLCustomer experience
Skills:Customer obsessedCommercially mindedPlatform orientedOutcome drivenExceptional communication
Tech Stack:Conversational AIVoice AISpeech technologiesAI agentsAgentic workflowsIntelligent routingOrchestrationAgent assistWorkflow automationKnowledgeAnalyticsBusiness intelligenceCRMEnterprise applicationsAI infrastructure

Company Brief

Innovaccer
Provides a healthcare data activation platform that unifies clinical, claims, and operational data to enable analytics, care management, population health, and value-based care initiatives for providers, payers, and life sciences organizations.
Industry: HealthTech
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2014
WebsiteLinkedIn