Product Management Director - Contact Center Frameworks

ServiceNow · Remote; Santa Clara, California, United States

  • Senior
  • Full-time
  • $221,200 – $387,100
  • Posted 2026-09-18
  • Confirmed live on 25 September 2026

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Job description

Job Description
ServiceNow’s Service CRM team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end-to-end solutions that are as much focused on providing consumer grade experience to agents as to end users. Our customers span across industries, and our goal is to build horizontal Customer Engagement capabilities that plug-n-play and adapt to the needs of the domains. The team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies and help us deliver best breed engagement solutions.
Role
The Product Management Director role for Contact Center and Voice AI will own the strategy and roadmap for ServiceNow's contact center voice capabilities, and the AI agents that operate across them. This is an individual contributor role with company-wide scope.
You will define how ServiceNow delivers a contact center experience natively on the platform rather than through integration alone: the telephony and carrier layer, real-time voice AI, the omnichannel agent workspace, and the routing and orchestration that connect a customer conversation to the work it creates. You will partner with both CCaaS and BYOC providers to help deliver compelling alternatives that challenge the current ecosystem. You will be the connective tissue between Product, Engineering, Partnerships, and Go-to-Market as ServiceNow competes in a CCaaS market undergoing rapid AI-driven consolidation.
Product managers at ServiceNow operate at the intersection of market opportunity, customer experience design, technology development, and delivering value to our customers—now increasingly via governed AI and agentic workflows embedded directly inside work.
This role requires deep domain understanding of Contact Center technologies, it’s evolution from on-prem to cloud solutions, and the emerging competitive ecosystem with integrated and native Voice Agentic capabilities.
Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.
What you get to do in this role

• Own the multi-year vision and roadmap for native contact center and voice AI — voice, digital channels, and agentic automation. You decide what ServiceNow builds, partners for, or integrates.

• Establish a defensible position as the CCaaS and CRM markets converge, treating customer demand as a hypothesis to validate rather than a given.

• Define how AI agents handle live customer conversations end to end: resolving autonomously where they can, escalating cleanly where they can't, and never losing context.

• Set the experience and performance bar for real-time voice, so conversations feel natural across languages and hold up at thousands of concurrent interactions.

• Help guide the omnichannel agent workspace experience for Voice and Digital that leverages Agentic capabilities to drive better assisted service experiences.

• Close the loop between conversation and outcome, so customer engagements resolve into completed work rather than logged activity.

• Build the Carrier, CPaaS, and hyperscaler partnerships that underpin voice delivery, structured to satisfy telecom and regulatory requirements in every region we serve.

• Own competitive and commercial positioning — including packaging and consumption models for AI capabilities — and act as the executive-facing SME, influencing across Product, Engineering, Legal, and Go-to-Market without direct authority.

Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

• 15+ years of experience in enterprise software product management, including significant depth in contact center, CCaaS, CPaaS, or conversational AI.

• Demonstrated end-to-end ownership of a voice or real-time communications product, from strategy through GA and scale.

• Working command of telephony fundamentals - SIP, WebRTC, media handling, and carrier interconnect - sufficient to hold architecture discussions with engineering leaders as a peer.

• Experience shipping conversational or agentic AI in production at enterprise scale, not in pilot or prototype.

• A track record of setting product strategy in a contested market and defending it with primary-source competitive and market analysis.

• Experience owning or materially shaping commercial models - packaging, pricing, and consumption or usage-based metering.

• Proven ability to build and structure third-party partnerships, including negotiating technical and commercial sco

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