Senior Director, Product Management (Agentic AI)

Product Leader For Ai Agent And Agentic Apps

We are seeking an experienced product leader to define and execute the strategy for the AI Agent and Agentic apps within the customer service domain as part of the Fusion CX Service product team. This includes developing intelligent, autonomous agents that enhance service request automation, knowledge management, agents that handle real-time digital customer interactions to drive self-service containment, and integration with Contact Center as a Service (CCaaS) platforms.

You will lead a high-performing product team, collaborating closely with Engineering, User Experience, Sales, Marketing, Services, and Customer Success to deliver AI-driven solutions that transform customer service experiences.

Strategy And Vision

Develop a compelling product vision and multi-year strategy for AI Agents in customer service, aligning with the company's overall objectives. Establish clear market positioning and value propositions to drive adoption and revenue growth. Advocate for security, privacy, compliance, and responsible AI practices across the AI Agents portfolio.

Product Development And Delivery

Own the product roadmap for AI Agents, prioritizing initiatives based on customer value, technical feasibility, and business impact. Lead customer discovery efforts to validate problem statements and solution approaches for AI-driven service automation. Collaborate with Engineering to deliver scalable, reliable AI Agents with measurable performance metrics. Ensure seamless integration of AI Agents with CCaaS platforms and enterprise systems, adhering to performance and compliance standards.

AI And Automation Leadership

Drive the development of AI-powered service automation, including conversational AI, agent assist tools, and autonomous workflows. Establish quality, safety, and observability standards for AI features, including human-in-the-loop processes, data governance, and evaluation frameworks.

Customer And Market Engagement

Act as an executive sponsor for strategic customers, gathering feedback to inform product decisions. Analyze market trends and competitive dynamics to develop differentiated strategies for AI Agents in customer service.

Cross-Functional Collaboration

Work with UX teams to design intuitive AI Agent interfaces for digital customer service channels, considering end user, service rep, service manager, and AI builder personas. Partner with Marketing and Sales Enablement to create compelling messaging, demonstrations, and launch plans for AI Agent solutions. Define success metrics and analytics to monitor AI Agent adoption, customer satisfaction, and business impact.

Team Leadership

Build and mentor a world-class product management team focused on AI Agents, fostering a culture of innovation and accountability. Demonstrate strong communication and storytelling skills, presenting to regularly to executives, customers, and internal teams.

Minimum Qualifications

8+ years in product management, with at least 3 years leading product teams; demonstrated ownership of a major software product line. Deep domain expertise in AI-driven customer service solutions, including automation, conversational AI, and digital channels. Proven success in delivering large-scale enterprise AI products with strong user adoption and business outcomes. Executive presence with exceptional communication and stakeholder management skills. Experience integrating AI solutions with CRM, CCaaS, and other enterprise systems, as well as with each other through APIs, A2A, and MCP; familiarity with security, privacy, and compliance requirements. Strong analytical skills with a data-driven approach to decision-making. Bachelor's degree in a relevant field or equivalent experience.

Preferred Qualifications

Experience with AI / ML technologies in service scenarios, such as conversational AI and autonomous workflows. Background in high-scale, multi-tenant cloud services with a focus on reliability and performance. Track record of successful go-to-market strategies for AI products. MBA or advanced technical degree.

Success Metrics

Growth in AI Agent adoption and customer satisfaction. Measurable improvements in request containment, service efficiency and cost reduction. On-time delivery of AI Agent roadmap commitments with high quality and compliance. Revenue growth and improved attach rates for AI Agent solutions. Team development and engagement metrics.

Disclaimer : Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting are specific to the stated locations only.