Director of Product – Contact Center & CX Platforms

What You'll Do: Define and execute the global product strategy and roadmap for contact center and CX technology, aligned to business outcomes Stand up and lead cross-functional product pods spanning product, CX/service design, engineering, QA, architecture, analytics, and delivery Own the platform portfolio: Amazon Connect, CRM, CDP, knowledge management, agent workspace, omnichannel communications, and mainframe/legacy integrations Drive adoption of conversational AI, virtual agents, intelligent routing, agent assist, and predictive personalization Translate Voice of Customer and operational data into prioritized investments that improve both customer and agent experience Standardize product management practices, governance, and delivery frameworks globally What You Bring 10+ years in product management with leadership responsibility Deep, hands-on experience with contact center platforms (Amazon Connect strongly preferred), CRM, and CDPA track record of deploying AI in contact center environments at scale, with measurable results Experience building agile pod/squad operating models and leading global, matrixed transformations Strong executive communication, stakeholder management, and data-driven decision-making Bachelor's degree in Business, Technology, or Engineering (MBA preferred)Why This Role You'll have a global remit, direct influence on the customer experience for millions of customers, and the mandate to build a modern product organization from the ground up. The package includes a competitive base plus bonus and RSUs, full benefits, and a 401(k) with company match.