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Salary: USD 143,200 - 243,400 / annual
ServiceNow's CRM Voice AI team builds autonomous voice agents for enterprise customer service that resolve interactions end-to-end. The team operates in a pod model—small, dedicated teams embedded with single enterprise customers, owning the full lifecycle from agent shadowing and conversation design through production go-live, monitoring, and optimization.
In this role, you will run two customer pods simultaneously, working hands-on through the complete build lifecycle with two enterprise customers. You own the customer relationship, set timelines and expectations, and deliver on them. You and your forward-deployed engineer team own agent design, build, and evaluation. Your second major focus is building the tooling and intelligence layer that makes voice agents better and easier to construct. This includes automated evaluation frameworks (systematically measuring voice agent quality), analytics (understanding what happened on calls and why), admin experience (enabling customers to manage and improve their own agents), and agentic design patterns like deterministic procedures that give agents reliable behavior on structured tasks.
You'll accumulate significant production voice AI experience across different industries, contact center environments, and conversation types. The evaluation frameworks and agentic design patterns you build have reach beyond your pods and directly shape ServiceNow's platform roadmap. This team has a direct seat at the platform table, so your tooling influences how ServiceNow thinks about voice agent quality at scale.
Requirements:
- 5+ years of product management experience, or equivalent in a technical role (engineering, solutions consulting, technical program management) where you owned product outcomes
- Hands-on experience building and evaluating AI agents or conversational AI systems, including conversation design, prompt engineering, testing and iteration against real user interactions
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Comfort with data and evaluation; ability to think systematically about measuring whether something works and building systems to do it at scale
- Direct experience working with customers or end users on technical products (not necessarily enterprise sales, but hands-on involvement in the work)
- Strong technical foundation: can read code, understand API contracts, hold your own with engineers on system design
- Instinct for repeatable process; ability to see a problem solved once and think about scaling it to every customer
- Experience with conversational AI, voice technology, or contact center operations
Preferred:
- Familiarity with agentic AI design patterns and giving AI agents reliable, structured behavior alongside open-ended reasoning
- Experience with telephony environments: SIP, CCaaS platforms, real-time media handling
