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About the Role
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.
Responsibilities
- Own the full lifecycle of agent shadowing, conversation design, build, production go-live, and customer handoff.
- Run one pod directly, providing product direction and unblocking teams.
- Float across two other pods, providing product direction and unblocking teams.
- Focus on the conversational experience: dialog quality, turn-taking, interruption handling, barge-in behavior, and endpointing.
- Collaborate with the platform voice team on voice pipeline innovation and low-latency infrastructure.
- Participate in stack decisions regarding real-time streaming, LLM orchestration, and voice-to-voice model integration.
- Own an industry vertical, evaluating patterns, intents, and conversation flows for productization.
- Turn one-off wins into repeatable, out-of-the-box voice content for specific industries.
Requirements
- 12+ years of product management experience, with recent hands-on work shipping voice AI or conversational AI products.
- Fluency with the voice stack: ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, turn-taking.
- Experience with telephony integration: SIP, call transfers, IVR systems, or CCaaS platforms.
- Experience working directly with enterprise customers on technical deployments.
- 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.
- 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.
Skills
- Voice AI
- Conversational AI
- ASR
- TTS
- Streaming pipelines
- Latency optimization
- Endpointing
- Barge-in
- Turn-taking
- Telephony integration
- SIP
- Call transfers
- IVR systems
- CCaaS platforms
- LLM orchestration
- Product management
- Conversation design
- Productization
Location
- AMS - North America and Canada
Work Type
- Required in Office
Experience Level
- 12+ years of product management experience
- Recent hands-on work shipping voice AI or conversational AI products
Salary/Compensations
- $190,900 - $334,100
Benefits
- Equity (when applicable)
- Variable/incentive compensation
- Health plans
- Flexible spending accounts
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
About the Company
- ServiceNow is a platform that supports 85% of the Fortune 500.
- We approach our distributed world of work with flexibility and trust.
- Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
Equal Opportunity
- 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.
- All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
- 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 [email protected] for assistance.
- 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.