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Salary: USD 190,900 - 334,100 / annual
ServiceNow's CRM Voice AI team is building autonomous voice agents for enterprise customer service that resolve interactions end-to-end. The team operates in pods—small, dedicated teams embedded with single enterprise customers—shipping production voice AI today and scaling aggressively against well-funded AI startups and CCaaS incumbents.
In this role, you will run one of the team's most complex customer engagements directly while providing product direction across two additional pods. You own the full lifecycle from agent shadowing through conversation design, build, production go-live, and customer handoff. Your responsibilities span two primary areas:
1. Conversational Experience & Voice Pipeline: You focus on dialog quality, turn-taking, interruption handling, barge-in behavior, and endpointing. You collaborate directly with the platform voice team on voice pipeline innovation and low-latency infrastructure decisions. When the platform team evaluates real-time streaming, LLM orchestration, or voice-to-voice model integration, you bring production customer data and real-world edge cases to inform those decisions.
2. Industry Vertical Productization: You own an industry vertical, evaluating which patterns, intents, and conversation flows can be productized into out-of-the-box voice content. You transform one-off customer wins into repeatable assets, leveraging your customer exposure to identify abstractions that scale.
You operate at the intersection of startup speed and enterprise scale—shipping with real customers with startup urgency, backed by a platform supporting 85% of the Fortune 500. You'll move between debugging a live voice agent in a customer's contact center and shaping platform architecture decisions based on deployment data.
REQUIREMENTS:
- 12+ years of product management experience with recent hands-on work shipping voice AI or conversational AI products (last 12-18 months of shipping matters most)
- Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, turn-taking; real tradeoff decision-making experience required
- Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms
- Direct enterprise customer engagement experience on technical deployments—in their environment, on their calls, solving their problems
- Strong opinions on human-sounding voice conversations, backed by experience building or evaluating conversational systems
- Technical depth in LLM orchestration for real-time conversational use cases
PREFERRED:
- Track record of productizing customer-specific solutions into repeatable, industry-level assets
- Industry expertise in high-volume contact center verticals: telecommunications, financial services, travel, healthcare
- Experience defining voice-specific evaluations: task completion, latency, transcription accuracy, conversational quality
