高级首席内部产品经理，CRM语音AI
Senior Principal Inbound Product Manager, CRM Voice AI
#### 公司简介
**团队介绍：**
CRM Voice AI 为客服构建自主语音代理，能够端到端解决客户互动并为企业创造显著价值。我们是 ServiceNow CRM 业务部门内部的一个团队，目前正为大型企业客户交付生产环境的语音 AI，并在积极扩展。我们的代理运行在实时流媒体管道上，采用行业领先的 ASR、TTS 和 LLM 协调技术，并集成到许多客户已用于管理前端、中端和后端流程的同一平台中。对于尚未使用该平台的客户，语音代理往往是他们进入我们生态系统的切入点。我们直接与资金充足的 AI 初创公司和 CCaaS 传统厂商竞争，并且正在取得胜利。
#### 职位描述
**我们的工作方式：**
我们以“小组”（pod）形式工作——由小型、专注的团队组成，嵌入到单个企业客户中，从第一次通话开始，逐步构建他们的语音代理，直到客户实现自给自足。每个小组负责整个生命周期：代理监控、对话设计、开发、上线生产，以及使客户实现自给自足的交接，这样小组就可以继续下一个客户。每个小组会配对一名前移部署工程师和一名产品经理，后者同时负责客户成果和由此产生的产品学习。
团队中的每位产品经理至少直接管理一个小组，并能看到其他小组的进展。你身处客户的环境中——参与他们的通话、接入他们的系统、解决他们的问题——同时也在塑造产品的未来。你从小组中获得的洞察会直接反馈到平台路线图中，并形成可重复使用的、产品化的资产，从而超越单一客户进行扩展。
**此职位职责：**
- 你直接管理一个小组——我们最复杂的客户项目之一——并同时在另外两个小组中浮动，提供产品方向并帮助团队解除障碍。但小组工作只是工作的一半。
- 你的主要技术重点是对话体验本身：对话质量、轮次切换、打断处理、插话行为和结束点识别。你直接与平台语音团队合作，推动语音管道创新，以及低延迟基础设施，使语音代理感觉像一次对话，而不是机器人在读脚本。当平台团队在做出关于实时流、LLM 协调或语音到语音模型集成的决策时，你会在场，使用生产客户数据和现实世界中的边缘案例，这些案例其他人没有遇到过。
- 你还需要负责一个行业
查看英文原文
#### Company Description
**About the Team:**
CRM Voice AI builds autonomous voice agents for customer service that resolve customer interactions end-to-end and drive significant value for the business. We're a team inside ServiceNow's CRM business unit, shipping production voice AI with enterprise customers today and scaling aggressively. Our agents run on a real-time streaming pipeline with best-in-class ASR, TTS, and LLM orchestration, integrated into the same platform where many of our customers already manage their front, middle, and back-office workflows. For those that don't, the voice agent is often the tip of the spear that brings them in. We compete directly against well-funded AI startups and CCaaS incumbents, and we're winning.
#### Job Description
**How We Work:**
We work in pods - small, dedicated teams embedded with a single enterprise customer, building their voice agents from first call to self-sufficiency. A pod owns the full lifecycle: agent shadowing, conversation design, build, production go-live, and the handoff that makes the customer self-sufficient so the pod can move on to the next one. Each pod pairs forward-deployed engineers with a product manager who owns both the customer outcome and the product learning that comes from it.
Every PM on this team runs at least one pod directly and has visibility across others. You're in the customer's world - on their calls, in their systems, solving their problems - while simultaneously shaping what the product becomes. The learnings from your pods feed directly into the platform roadmap and into repeatable, productized assets that scale beyond any single customer.
**What This Role Owns:**
- You run one pod directly - one of our most complex customer engagements - and float across two others, providing product direction and unblocking teams. But the pod work is only half the job.
- Your primary technical focus is the conversational experience itself: dialog quality, turn-taking, interruption handling, barge-in behavior, and endpointing. You collaborate directly with the platform voice team on voice pipeline innovation, the low-latency infrastructure that makes a voice agent feel like a conversation rather than a bot reading a script. When the platform team is making stack decisions about real-time streaming, LLM orchestration, or voice-to-voice model integration, you're in the room with production customer data and real-world edge cases that no one else has.
- You also own an industry vertical. As we scale across customers, you evaluate which patterns, intents, and conversation flows can be productized into out-of-the-box voice content for a specific industry. You're turning one-off wins into repeatable assets, and you have the customer exposure to know which abstractions actually hold.
**Why This and Not Somewhere Else:**
You're not choosing between startup speed and enterprise scale. You get both. This team ships voice AI in production with real enterprise customers, with the same urgency and ownership you'd find at a startup, backed by a platform that supports 85% of the Fortune 500. You have a direct seat at the platform table, influencing voice infrastructure decisions with data from your own deployments. This role puts you in a customer's contact center debugging a live voice agent one day and shaping platform architecture decisions the next. That combination is rare, and it's why this team exists.
#### Qualifications
**What You Bring:**
- 12+ years of product management experience, with recent hands-on work shipping voice AI or conversational AI products. What you've shipped in the last 12-18 months matters more than total years.
- Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, turn-taking. You've made real tradeoff decisions here, not just evaluated vendor demos.
- Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms.
- Experience working directly with enterprise customers on technical deployments - not from a distance, but in their environment, on their calls, solving their problems.
- Strong opinions on what makes a voice conversation feel human, backed by experience building or evaluating conversational systems.
- Technical depth in LLM orchestration for real-time conversational use cases.
**Even Better:**
- A track record of productizing customer-specific solutions into repeatable, industry-level assets.
- Industry expertise in verticals with high contact center volume: telecommunications, financial services, travel, healthcare.
- Experience defining voice-specific evaluations such as task completion, latency, transcription accuracy, and conversational quality.
#### Additional Information
For positions in this location, we offer a base pay of **$190,900 - $334,100**, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
**Work Personas**
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**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.