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Salary: USD 221,200 - 387,100 / annual
ServiceNow's Service CRM team is transforming customer experience by enabling digitization of customer workflows across the front, middle, and back office. The Product Management Director for Contact Center & Voice AI will own the multi-year strategy and roadmap for ServiceNow's native contact center and voice AI capabilities, including voice, digital channels, and agentic automation.
This is a company-wide scope individual contributor role (not managing people) that sits at the intersection of market opportunity, customer experience design, technology development, and delivering value through governed AI and agentic workflows. You will define how ServiceNow delivers a contact center experience natively on the platform—covering the telephony and carrier layer, real-time voice AI, the omnichannel agent workspace, and the routing and orchestration that connects customer conversations to the work they create.
Key responsibilities include:
- Own the vision and roadmap for native contact center and voice AI, deciding what ServiceNow builds, partners for, or integrates
- Establish a defensible competitive position as the CCaaS and CRM markets converge
- Define how AI agents handle live customer conversations end-to-end: resolving autonomously where possible, escalating cleanly where needed, and maintaining context
- Set the experience and performance bar for real-time voice across languages and at scale (thousands of concurrent interactions)
- Guide the omnichannel agent workspace experience for voice and digital, leveraging agentic capabilities for better assisted service
- Close the loop between conversation and outcome, ensuring customer engagements resolve into completed work
- Build carrier, CPaaS, and hyperscaler partnerships that underpin voice delivery while satisfying telecom and regulatory requirements globally
- Own competitive and commercial positioning, including packaging and consumption models for AI capabilities
- Act as executive-facing SME, influencing across Product, Engineering, Legal, and Go-to-Market without direct authority
You will partner with both CCaaS and BYOC providers to deliver compelling alternatives that challenge the current ecosystem, and serve as the connective tissue between Product, Engineering, Partnerships, and Go-to-Market as ServiceNow competes in a rapidly consolidating CCaaS market.
**Requirements:**
- 15+ years of enterprise software product management experience, with 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, 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 pilot or prototype)
- Track record of setting product strategy in contested markets and defending it with primary-source competitive and market analysis
- Experience owning or materially shaping commercial models (packaging, pricing, consumption/usage-based metering)
- Proven ability to build and structure third-party partnerships, including negotiating technical and commercial scope with infrastructure or platform vendors
- Ability to influence at VP and C-level across a matrixed organization and drive initiatives to execution without direct authority
- Excellent written and verbal communication skills; ability to articulate technical strategy clearly to both engineering and executive audiences
- Ability to work directly with enterprise customers to gather requirements, validate solutions, and drive adoption of complex operational products
- High energy, self-starter with aptitude for learning new technologies
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Previous experience as an engineer in development, QA, or DevOps/CloudOps during early career is advantageous
**Good-to-have qualifications:**
- Experience with CRM or service management platforms, particularly at the CRM/contact center boundary
- Familiarity with contact center regulatory and compliance requirements (call recording consent, PCI, HIPAA, regional data residency)
- Experience navigating telecom regulatory or licensing constraints in a product context
- Background in workforce engagement management, routing, or orchestration systems
- Experience working with BPO or outsourced service delivery partners
