Senior Principal Inbound Product Manager, CRM Voice AI
Core
Designing and optimizing autonomous voice agents for enterprise customer service, focusing on conversational quality, latency, and real-time streaming pipelines.
Role type
Senior Principal Inbound Product Manager (Voice AI)
Builds
Production voice AI agents integrated into ServiceNow CRM for enterprise customers
Domain
Enterprise CRM, Voice AI, Conversational AI, Telephony
Deliverable
production ML models | product features
Required skills
Voice stack fluency (ASR, TTS, streaming, latency optimization), Telephony integration (SIP, IVR, CCaaS), LLM orchestration for real-time use cases, Enterprise customer deployment experience, Conversational design (dialog quality, turn-taking, barge-in)
Preferred skills
Productizing customer solutions into industry-level assets, Vertical expertise (telecom, financial services, travel, healthcare), Voice-specific evaluation metrics definition
Technologies
ASR, TTS, LLM orchestration, SIP, IVR, CCaaS platforms
Responsibilities
Run a dedicated customer pod managing full lifecycle from shadowing to self-sufficiency, Collaborate with platform teams on voice pipeline innovation and low-latency infrastructure, Evaluate and productize conversation patterns for specific industry verticals
Seniority
Senior, hands-on IC