Director, Native Contact Center & Voice AI — Remote

Servicenow; Santa Clara (CA); On-site; USD 221,000 - 387,000; Full time

Benefits offered by this job

Health plans

Equity

401(k) Plan with company match

Flexible time away plan

Job summary

ServiceNow is seeking a Product Management Director for Contact Center and Voice AI to own strategy and roadmaps native to the platform. You will define how AI agents handle live conversations, shape the omnichannel agent workspace, and oversee carrier partnerships.

This is a high-visibility, individual contributor role requiring deep CCaaS and enterprise AI experience. You will collaborate with Product, Engineering, Partnerships, and Go-to-Market teams to drive a cohesive vision while

Qualifications

• Experience integrating AI into work processes and workflows.
• 15+ years in enterprise software product management, esp. CCaaS/CPaaS/Conversational AI.
• End-to-end ownership of voice/real-time communications products.
• Experience shipping production-grade AI in enterprise scale.

Responsibilities

• Own multi-year vision and roadmap for native contact center and voice AI.
• Establish defensible CCaaS/CRM convergence strategy.
• Define AI agents handling live conversations end-to-end.
• Set real-time voice experience across languages for high concurrency.
• Guide omnichannel agent workspace with Agentic capabilities.
• Close loop between conversations and outcomes, not just logs.
• Build carrier, CPaaS, and hyperscaler partnerships.
• Own competitive and commercial positioning, including packaging and consumption models.

Skills

AI in contact center

CCaaS/CPaaS

Voice AI

Enterprise product mgmt

Strategic thinking

Executive comms

Tools

SIP

WebRTC

Carrier interconnect

Job description

ServiceNow is seeking a Product Management Director for Contact Center and Voice AI to own strategy and roadmaps native to the platform. You will define how AI agents handle live conversations, shape the omnichannel agent workspace, and oversee carrier partnerships.

This is a high-visibility, individual contributor role requiring deep CCaaS and enterprise AI experience. You will collaborate with Product, Engineering, Partnerships, and Go-to-Market teams to drive a cohesive vision while