The Role :

We are looking for a Senior Manager/Director, AI Solutions & Product Management to own the vision, strategy, and execution of our AI-powered contact center platform and analytics portfolio. This is a senior leadership role at the intersection of product management, AI/ML, conversational AI, and contact center technology.

You will define how we apply AI, automation, and data-driven insights across CCaaS, conversational AI, workforce optimization, and analytics, turning complex customer and business challenges into scalable products used by thousands of users worldwide. You will lead and mentor product talent, manage technology partners, and partner directly with executive leadership to shape the next generation of CX solutions.

Key Responsibilities :

1. Product Strategy & Leadership :

- Own the product vision : set the strategy and multi-quarter roadmap for our AI, analytics, and contact center platform capabilities.

- Align the roadmap : balance customer needs, business goals, and technical feasibility into a clear, prioritized plan.

- Lead the team : mentor and grow product managers and analysts, and set the standard for discovery, delivery, and execution.

2. AI, Conversational AI & Insights :

- Define the AI strategy : lead the AI/ML and LLM agenda across the platform, including conversational AI (voice and digital), agent assist, and automation.

- Operationalize AI : translate advances in AI/ML and generative AI into practical, high-impact, production-grade product capabilities.

- Drive insights : own the analytics agenda, including call center/interaction analytics, automated QA, and operational reporting, to deliver actionable intelligence to clients and operations.

3. Contact Center Platform & Integrations :

- Lead platform initiatives : drive product across CCaaS, telephony systems, workforce optimization, and automation.

- Partner on architecture : work with engineering to design robust integrations across telephony, CRM, and data platforms; understand APIs and technical workflows.

- Manage partners : work with third-party vendors and technology partners to extend platform capabilities.

4. Execution & Outcomes :

- Own the lifecycle : drive products from discovery and strategy through launch and continuous optimization.

- Measure what matters : define success metrics and KPIs, analyze product and platform performance, and continuously drive measurable improvement.

- Deliver cross-functionally : partner with Engineering, Operations, Client Success, and Leadership to ship high-impact solutions.

5. Stakeholder & Commercial Leadership :

- Be the senior product voice : represent product with executive leadership, clients, and partners.

- Support go-to-market : contribute product positioning, roadmaps, and ROI narratives to commercial and sales efforts.

What We're Looking For :

1. Required Qualifications :

- 6+ years of product management experience, including time leading products and/or teams at a senior level.

- Proven experience building SaaS, AI, CX, contact center, or enterprise platform products.

- Hands-on understanding of CCaaS and contact center technologies, with experience across different telephony systems.

- Strong background in AI/ML, LLMs, and conversational AI (voice and/or digital).

- Experience with call center/interaction analytics, workforce optimization, and automation platforms.

- Solid project and product management discipline, with a strong command of Agile development and stakeholder management.

- Ability to work closely with engineering teams and understand APIs, integrations, and technical workflows.

- Data-driven decision-making with strong analytical and problem-solving skills.

2. Preferred/Advantageous :

- Experience in a BPO, CX, or contact-center-as-a-service environment.

- Track record of launching generative AI or LLM-based features in production.

- Familiarity with platforms such as Five9, Genesys, NICE, Salesforce, Twilio, or similar.

- Experience managing product managers or leading cross-functional pods.

- Exposure to workforce optimization (WFM/QM) and speech/text analytics tooling.

3. Skills & Competencies :

- Strategic thinking paired with strong, hands-on execution.

- Executive communication and the ability to tell a clear product story.

- Cross-functional leadership and influence without authority.

- Customer obsession and a relentless focus on outcomes.

Why Join ContactPoint 360 :

- Build products that impact thousands of users globally.

- Help shape the next generation of AI-powered customer experience solutions.

- High ownership, fast decision-making, and direct visibility with leadership.

- Collaborate with talented teams across Product, Engineering, Operations, and Client Success.