Director, Head of AI and Contact Center Product Management

At Vonage we are transforming the way businesses engage with their customers. Our mission is to empower organizations to deliver exceptional customer experiences through the most unified, intelligent, omni-channel contact center. We’re on the cutting edge of innovation, combining Unified Communications (UC) with Contact Center as a Service (CCaaS) to create the next generation of customer service solutions. Our product suite is built on AI-driven insights, automation, and seamless integration, helping companies streamline their operations and foster deeper, more meaningful customer relationships.

We are looking for a dynamic, experienced Director of Product Management, AI and CCaaS to lead the strategic vision, development, and execution of our AI-infused CCaaS platform. This leadership role will be pivotal in delivering cutting-edge solutions that revolutionize how businesses interact with their customers across voice, chat, email, social media, and beyond.

Position Overview:

As the Director of Product Management, AI and CCaaS, you will be responsible for leading the product strategy and execution for our AI-powered Contact Center solutions. You will work cross-functionally with engineering, design, data science, sales, and marketing teams to build and deliver innovative products that redefine the customer experience. The ideal candidate is a proven product leader with deep expertise in both Contact Center technologies and AI, and the ability to build high-impact solutions that enhance customer interactions at every touchpoint.

You will have the opportunity to drive the evolution of our platform, from ideation to launch, and shape the future of AI-powered customer engagement solutions. This role requires a unique blend of strategic thinking, technical acumen, and customer empathy, combined with a passion for building products that deliver measurable business outcomes.

Key Responsibilities:

• Product Strategy & Vision: Define and drive the long-term strategy for AI-powered Contact Center solutions, aligning product roadmaps with company goals and customer needs. Leverage deep expertise in Unified Communications (UC), AI, and CCaaS to innovate and deliver market-leading solutions.
• AI-Driven Innovation: Oversee the development and integration of AI features such as intelligent routing, virtual assistants, predictive analytics, and real-time sentiment analysis, ensuring that they align with the needs of modern contact centers and deliver tangible value to customers.
• Cross-Functional Leadership: Lead and collaborate with cross-functional teams including engineering, design, data science, sales, and marketing to ensure successful product development and launch. Work closely with engineering teams to ensure that AI solutions are scalable, reliable, and deliver on customer expectations.
• Customer-Centric Product Development: Work closely with customers, partners, and internal stakeholders to gather feedback, identify pain points, and drive continuous improvements. Prioritize features and enhancements that deliver the highest customer impact and business value.
• Market & Competitive Analysis: Continuously monitor the competitive landscape and emerging trends in CCaaS and AI technologies. Use insights to guide product decisions and ensure that our solutions stay ahead of market demands.
• Metrics & Business Impact: Define and track key performance indicators (KPIs) to measure product success, including customer adoption, user satisfaction, and business outcomes. Optimize product performance based on data-driven insights.
• Thought Leadership & Evangelism: Serve as a product ambassador for both internal and external stakeholders. Present the product vision to executives, customers, and at industry events, establishing the company as a leader in AI-driven contact center solutions.

Qualifications:

• Experience: 8+ years of experience in product management, with a focus on AI, cloud-based software, and/or Contact Center as a Service (CCaaS) solutions. At least 3-5 years in a leadership role managing product teams and driving the strategic direction of AI-enabled products.
• Domain Expertise: Strong understanding of the CCaaS ecosystem, Unified Communications, AI technologies, and how they intersect to create exceptional customer experiences. Experience working with AI technologies like natural language processing (NLP), machine learning (ML), conversational AI, and automation is highly desirable.
• Leadership Skills: Proven track record of leading cross-functional teams in a fast-paced, agile environment. Ability to inspire and influence teams across engineering, design, sales, and customer success.
• Customer Focus: Deep empathy for customer needs, with the ability to translate insights into actionable product strategies that drive real business value.
• Analytical & Data-Driven: Strong analytical mindset with the ability to make data-driven decisions. Experience with product metrics, A/B testing, and KPIs to measure and improve product performance.
• Communication & Collaboration: Excellent verbal and written communication skills. Ability to clearly articulate product vision, strategy, and complex technical concepts to both technical and non-technical audiences.
• Education: Bachelor’s degree in Computer Science, Engineering, Business, or a related field; MBA or advanced degree from a top school is a plus.

Why Join Us:

• Impact: Be at the forefront of shaping the next-generation AI-driven contact center solutions for enterprises worldwide.
• Innovation: Work with a passionate team that values innovation, collaboration, and continuous learning.
• Growth: Opportunities for career growth within a rapidly expanding SaaS company.
• Culture: Join a diverse, inclusive, and collaborative team where your ideas are valued, and your contributions make a real difference.

If you're an innovative product leader with a passion for AI and customer experience, and you’re ready to drive change in a rapidly evolving market, we'd love to meet you!