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.

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