Product Leader-AI Contact Center

About the Role

We are looking for an exceptional product leader to build and scale our next-generation AI-powered Contact Center and Customer Operations platform.

This leader will own the product vision strategy roadmap and execution for transforming traditional contact centers into AI-native increasingly autonomous operations. The platform will combine conversational AI voice intelligent routing agent assist AI agents workflow automation knowledge analytics and enterprise systems into a unified experience that dramatically improves customer experience while reducing cost and creating capacity.

This is a high-impact leadership role for a product executive who can operate at the intersection of AI enterprise software customer experience and business transformation. The ideal candidate is equally comfortable defining a multi-year product vision with executives working deeply with engineering and AI teams and sitting with customers to understand complex operational problems.

A Day in the Life

• Define and drive the product vision and strategy for an AI-native contact center platform.
• Build a differentiated product roadmap spanning:
• AI voice and conversational experiences
• Virtual agents and autonomous AI agents
• Agent assist and human-AI collaboration
• Intelligent routing and orchestration
• Knowledge and enterprise context
• Workflow automation
• Quality management and interaction intelligence
• Workforce optimization
• Contact center analytics and business intelligence
• Customer journey orchestration
• Establish a clear path from human-assisted AI-assisted AI-led autonomous customer operations.
• Develop the platform architecture and product strategy required to unify voice digital channels data AI workflows and enterprise applications.
• Partner closely with engineering AI/ML design GTM sales marketing and customer success to translate strategy into market-leading products.
• Work directly with strategic customers and executives to identify high-value use cases and convert them into scalable products.
• Define product-led growth and commercialization strategies including packaging pricing consumption models and ROI measurement.
• Build the product organization operating model talent strategy and culture required to scale the business.
• Establish measurable product outcomes including automation rate containment resolution rate cost per interaction customer satisfaction revenue impact and time created for employees.
• Serve as a senior product evangelist with customers partners analysts and the broader AI ecosystem.

The Opportunity

• The contact center is undergoing a fundamental transformation.
• Traditional contact centers were built around humans using software.
• The next generation will be built around AI agents using enterprise context tools workflows and humans when needed.
• Our ambition is to build the platform that enables enterprises to make this transition moving beyond point solutions and chatbots toward end-to-end autonomous customer operations.
• The successful leader will define what this category looks like and build the product that becomes its foundation.
• This is an onsite role based in San Francisco CA requiring five days a week in the office.

What You Need

Product Leadership

• 12 years of product management experience with significant leadership responsibility for enterprise software products.
• Proven experience taking products from concept launch product-market fit scale.
• Experience owning a large product portfolio and influencing business strategy revenue and growth.
• Demonstrated ability to build and lead high-performing product organizations.

AI & Contact Center Expertise

Deep understanding of several of the following:

• Contact center / CCaaS
• Conversational AI
• Voice AI and speech technologies
• AI agents and agentic workflows
• Customer experience platforms
• CRM and enterprise applications
• Enterprise AI infrastructure

Leadership Characteristics

We are looking for a builder not simply a roadmap manager.

You are:

• Customer obsessed you spend time with customers and understand their operational reality.
• AI native you understand what AI fundamentally changes about product design and user experience.
• Commercially minded you think in terms of revenue margins adoption and ROI.
• Platform oriented you see the underlying infrastructure and reusable capabilities behind individual use cases.
• Outcome driven you measure success by business impact not feature velocity.
• High velocity you can move from insight to prototype to production quickly.
• Strategic and hands-on comfortable setting a three-year vision while diving into todays product decisions.
• Exceptional communicator able to influence engineers customers executives investors and partners.

We offer competitive benefits to set you up for success in and outside of work.

Heres What We Offer

• Generous Paid Time Off: Recharge and relax with 20 days of fixed time off per year in addition to company holidaysbecause we believe work-life balance fuels performance.
• Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industrys most generous parental leave policies to support you during lifes most important moments.
• Recognition & Rewards: We celebrate winsbig and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work wont go unnoticed.
• Comprehensive Insurance Coverage: Stay covered with medical dental and vision insurance plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.

Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal state or local law including without limitation race color religion gender gender identity or expression sexual orientation national origin genetics medical condition disability age marital status or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.

For any additional information please visit the below websites:

E-Verify

Right to Work (English)

Right to Work (Spanish)

Disclaimer:

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information we strongly advise you to report them immediately to our HR department at Additionally please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information including bank account details.

Required Experience:

Senior IC