Principal Product Manager, Voice AI
Core
Lead the conversational core of ServiceNow's Voice AI platform, including dialog quality, LLM selection, evaluation, and voice-to-voice model integration strategy.
Role type
Principal Product Manager (Voice AI)
Builds
Intelligent voice agents that resolve customer interactions end-to-end
Domain
Enterprise SaaS / Conversational AI / Voice Technology
Deliverable
production ML models | product features
Required skills
Voice stack fluency (ASR, TTS, speech-to-speech, streaming, latency, endpointing, barge-in, turn-taking, noise handling), Telephony fluency (SIP, Amazon Connect, Genesys, Twilio), Voice-specific evaluation design, LLM model evaluation for conversational use cases, AI customer enablement, 0→1 product innovation, Real-time media signaling
Preferred skills
Experience shipping voice AI products in the last 12–18 months, Deep technical background in conversational AI
Technologies
ASR, TTS, LLM, Amazon Connect, Genesys, Twilio, SIP
Responsibilities
Define roadmap for voice-to-voice model integration, Scale live customer base from handful to ~100, Improve conversational quality, containment, and reliability, Enable enterprises to design and ramp their own voice agents
Seniority
Principal, hands-on IC