Lead contact center product strategy and AI modernization remotely across the United States, with deep enterprise technology experience required.

This Director-level Product Management leader owns vision, roadmaps, portfolio priorities, and measurable outcomes for customer service technologies. The role requires contact center experience, AI implementation leadership, and executive influence across matrixed organizations. You will guide modernization spanning omnichannel interaction systems, automation, and workforce enablement.

Key Responsibilities:

- Define enterprise customer service product vision and multi-year roadmaps
- Lead contact center modernization and transformation initiatives
- Prioritize investments, governance, metrics, and portfolio strategy
- Drive conversational AI, automation,



and virtual assistant adoption
- Partner with engineering, architecture, UX, analytics, and operations

Requirements:

- Bachelor's Degree and 10+ years Product Management experience
- Large-scale contact center leadership supporting 2,000+ agents preferred
- Product strategy, roadmap, prioritization, and lifecycle ownership
- Recent production AI, automation, or intelligent workflow implementation
- Executive communication and stakeholder-management expertise

Shape contact center product roadmaps through AI, automation, modernization, and executive-level customer service technology leadership.

📌 Director of Contact Center Product AI (Toronto)
🏢 Vaco
📍 Toronto