Director, Native Contact Center & Voice AI

ServiceNow; California, United States, Northern America, Americas; Hybrid; USD 221,000 - 387,000; Full time

Benefits offered by this job

Flexible work options

Health benefits

Job summary

ServiceNow is seeking a Product Management Director for Contact Center Frameworks to own the strategy and roadmap for native contact center and voice AI within the ServiceNow platform. You will lead cross-functional efforts across product, engineering, partnerships, and GTM to deliver end-to-end, enterprise-grade experiences that connect conversations to outcomes.

The role requires deep domain knowledge of contact center technologies, integration of AI into workflows, and a track record of

Qualifications

• 15+ years of enterprise software product management experience, with deep contact center/CCaaS/CPaaS or conversational AI focus.
• Experience shipping conversational or agentic AI in production at enterprise scale.

Responsibilities

• Own multi-year vision and roadmap for native contact center and voice AI—routing and orchestration included.
• Define AI agent handling of live conversations end-to-end with context retention.
• Set real-time voice performance bar across languages and high concurrency.
• Develop carrier/CPaaS/hyperscaler partnerships for compliant voice delivery.
• Own competitive and commercial positioning, including packaging and consumption models.

Skills

AI integration

Enterprise product management

Voice/real-time comms

Telephony fundamentals

Conversational/agentic AI

Competitive market strategy

Commercial models (pricing/packaging)

Partnerships (third-party)

Executive influence

Strong communication

Requirements gathering from enterprise

CCaaS/CPaaS background

Tools

CRM platforms

Voice/telephony platforms

Job description

ServiceNow is seeking a Product Management Director for Contact Center Frameworks to own the strategy and roadmap for native contact center and voice AI within the ServiceNow platform. You will lead cross-functional efforts across product, engineering, partnerships, and GTM to deliver end-to-end, enterprise-grade experiences that connect conversations to outcomes.

The role requires deep domain knowledge of contact center technologies, integration of AI into workflows, and a track record of