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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. 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.
Responsibilities
- Own the full lifecycle of voice agent development: agent shadowing, conversation design, build, production go-live, and customer self-sufficiency handoff.
- Manage two pods simultaneously, working hands-on through the full build lifecycle with two enterprise customers.
- Focus on the tooling and intelligence layer for voice agents, including automated evaluation frameworks, analytics, admin experience, and agentic design patterns.
- Build infrastructure to improve the speed and quality of voice agent development.
- Gain extensive production voice AI experience across various industries and contact center environments.
- Shape the product roadmap and create scalable, productized assets.
Requirements
- 5+ years of product management experience, or equivalent experience in a technical role (engineering, solutions consulting, technical program management) owning product outcomes.
- Comfort with data and evaluation, including building systems to measure performance at scale.
- Experience working directly with customers or end users on technical products.
- Strong technical foundation, including the ability to read code, understand API contracts, and discuss system design with engineers.
- An instinct for identifying repeatable processes and scaling solutions across customers.
Skills
- Conversational AI
- Voice technology
- Contact center operations
- Evaluation frameworks
- QA automation
- Analytics products
- Agentic AI design patterns
- Telephony environments (SIP, CCaaS platforms, real-time media handling)
- Prototyping
- Scripting
Location
- AMS - North America and Canada
Work Type
- Flexible
- Remote
Experience Level
- 5+ years
Salary/Compensations
- $143,200 - $243,400
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 leader in the CRM Voice AI space, building autonomous voice agents for customer service.
- The CRM Voice AI team is part of ServiceNow's CRM business unit.
- They ship production voice AI with enterprise customers and are scaling aggressively.
- Their agents operate on a real-time streaming pipeline with advanced ASR, TTS, and LLM orchestration.
- The voice agents integrate into ServiceNow's existing platform for workflow management.
- They compete with well-funded AI startups and CCaaS incumbents.
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.
- ServiceNow strives to create an accessible and inclusive experience for all candidates. Reasonable accommodations are available for the application process.