Director, Product Management II

Fiserv

. Lead product management for Interactive Voice Response, Voice AI and conversational automation across the Financial Solutions contact-center ecosystem .

Posted 10/22/2026full-timeUnited StatesLead💰 $123,500 - $216,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading product management for Interactive Voice Response and Voice AI technologies, with a strong focus on developing product vision, strategy, and roadmaps. Proven ability to manage cross-functional teams and deliver enterprise technology initiatives while ensuring compliance and optimizing customer experiences.

Highest-signal resume keywords

Product ManagementInteractive Voice ResponseVoice AIConversational Artificial IntelligenceTeam Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product VisionProduct StrategyRoadmap DevelopmentNatural Language ProcessingSystem IntegrationBusiness Case DevelopmentKey Performance IndicatorsCloud Contact-Center PlatformsOmnichannel ServiceVoice Biometrics

Soft Skills

LeadershipData-Informed Decision-MakingContinuous ImprovementAccountabilityCollaboration

Tools & Technologies

MicrosoftAmazon ConnectGenesys Cloud CXGoogle Contact Center AISierra AICresta AI

Industry Keywords

Contact-Center TechnologyDigital TransformationCustomer AuthenticationIntelligent RoutingWorkforce Management

Tech Stack

Tools & technologies

CloudCyber Security

About the role

Key responsibilities & impact

Lead product management for Interactive Voice Response, Voice AI and conversational automation across the Financial Solutions contact-center ecosystem
Define and manage product vision, strategy and roadmap for Interactive Voice Response, Voice AI, routing, authentication, self-service and conversational automation capabilities
Translate client needs, customer journeys, operational challenges, business priorities and market developments into actionable product plans and multi-year roadmap priorities
Own the end-to-end product lifecycle from opportunity identification and business case development through requirements, design, delivery, launch, adoption and continuous optimization
Partner with contact-center operations to analyze call drivers, servicing complexity, associate pain points and automation or experience-redesign opportunities
Coordinate product, technology, operations, fraud, risk, legal, compliance, cybersecurity and vendor partners to resolve delivery issues, manage dependencies and meet launch commitments
Establish product objectives, key results, release criteria, adoption targets and performance metrics for Interactive Voice Response and Voice AI initiatives
Define testing and monitoring frameworks for intent accuracy, task completion, prompt performance, fallback effectiveness, escalation behavior, safety, bias and production issue management
Lead, coach and develop team members while reinforcing accountability, data-informed decision-making, delivery excellence and continuous improvement

Requirements

What you’ll need

10+ years of experience in product management, contact-center technology, digital transformation, conversational artificial intelligence or related disciplines
3+ years of experience managing and developing teams
8+ years of experience leading Interactive Voice Response, Voice AI, intelligent virtual assistant or enterprise contact-center products, programs or platforms
Experience with modern Interactive Voice Response architectures, conversational artificial intelligence, natural language understanding, natural language processing, generative artificial intelligence, large language models, routing, orchestration, application programming interfaces and system integrations
Experience managing platform, integration, operational, regulatory and delivery dependencies across multiple business and technology teams
Experience developing product roadmaps, business cases, key performance indicators, executive reporting and release plans for enterprise technology initiatives
Bachelor’s degree or higher in business, computer science, engineering, information systems, product design or a related field, or equivalent combination of education, related experience and/or military experience
Experience with major cloud contact-center or conversational artificial intelligence platforms such as Microsoft, Amazon Connect, Genesys Cloud CX, Google Contact Center AI, Sierra AI, Cresta AI or comparable technologies
Experience modernizing legacy Interactive Voice Response environments and migrating voice journeys to cloud-based contact-center platforms
Experience with omnichannel service, agent-assist solutions, customer authentication, voice biometrics, intelligent routing or workforce-management capabilities
Must currently possess valid and unrestricted U.S. work authorization
Candidates requiring sponsorship now or in the future will not be considered
Must be able to work on-site Monday through Friday

Benefits

Comp & perks

Fuel Your Life program to support your physical, financial, social, and emotional well-being
Paid holidays and generous time away policies
No-cost mental health support through Employee Assistance Programs
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
Eight Employee Resource Groups to foster a collaborative culture and expand your network
Unparalleled professional growth with training, development, and internal mobility opportunities
Medical, dental, vision, life, and disability insurance options available from day one
Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan
Tuition assistance and reimbursement program
Paid parental and military leave
Annual incentive opportunity, which may be delivered as a mix of cash bonus and equity awards