Senior Principal, Voice AI Product Leader

Servicenow; New York (NY); Sur place; USD 191 000 - 334 000; Plein temps

Résumé du poste

ServiceNow seeks a Senior Product Manager for the CRM Voice AI pod in New York. You will lead a complex customer engagement, shape the conversational experience, and collaborate with platform teams to improve voice latency, accuracy, and orchestration in real time.

You will also own an industry vertical, turning one-off wins into repeatable voice content while working directly with enterprise customers on deployments to scale our voice-enabled CRM platform.

Qualifications

• 12+ years of product management experience with hands-on work shipping voice AI or conversational AI products.
• Experience with ASR, TTS, streaming pipelines, latency and endpointing.
• Experience with telephony integration: SIP, call transfers, IVR, or CCaaS platforms.
• Experience working directly with enterprise customers on technical deployments.
• Strong opinions on what makes a voice conversation feel human.
• Technical depth in LLM orchestration for real-time conversational use cases.

Responsabilités

• Run one pod directly and coordinate across two others, providing product direction.
• Own the conversational experience: dialog quality, latency, and edge cases; collaborate with the platform voice team.
• Own an industry vertical and turn patterns into repeatable, out-of-the-box voice content.

Connaissances

Product management

Voice AI

Conversational AI

Telephony integration

LLM orchestration

Enterprise deployments

Real-time streaming

Outils

SIP

IVR

CCaaS

Description du poste

ServiceNow seeks a Senior Product Manager for the CRM Voice AI pod in New York. You will lead a complex customer engagement, shape the conversational experience, and collaborate with platform teams to improve voice latency, accuracy, and orchestration in real time.

You will also own an industry vertical, turning one-off wins into repeatable voice content while working directly with enterprise customers on deployments to scale our voice-enabled CRM platform.