Senior Principal Inbound Product Manager, CRM Voice AI

This is a fully remote position, open to applicants in California.

📋 Description

• Directly manage one complex customer engagement pod while providing product guidance to two additional pods.

• Cultivate and maintain relationships with customer leadership teams, ensuring clarity on timelines and expectations.

• Oversee the design, development, and assessment of agents in collaboration with deployed engineers.

• Enhance the quality of conversational experiences, focusing on dialog quality, turn-taking, interruption management, barge-in behavior, and endpointing.

• Work alongside the platform voice team to innovate voice pipelines and develop low-latency infrastructure.

• Shape decisions related to real-time streaming, LLM orchestration, and the integration of voice-to-voice models utilizing production customer data.

• Provide support to customers across various industry sectors.

• Analyze patterns, intents, and conversation flows to facilitate the productization of industry-specific voice content.

• Transform customer-specific solutions into repeatable and scalable product assets.

• Oversee the monitoring and optimization of voice agents throughout the production go-live and customer handoff stages.

⛳️ Requirements

• A minimum of 12 years of experience in product management.

• Recent hands-on experience in launching voice AI or conversational AI products.

• Practical experience in constructing and assessing AI agents, encompassing conversation design, prompt engineering, testing, and iteration based on actual user interactions.

• Proficiency in ASR, TTS, streaming pipelines, latency optimization, endpointing, barge-in, and turn-taking.

• Experience with telephony integration, including SIP, call transfers, IVR systems, or CCaaS platforms.

• Proven track record of working directly with enterprise customers during technical deployments and within their environments.

• Experience in building or assessing conversational systems.

• Technical proficiency in LLM orchestration for real-time conversational applications.

• Experience in defining voice-specific evaluations such as task completion, latency, transcription accuracy, and conversational quality.

• A successful history of productizing customer-specific solutions into repeatable, industry-level assets (preferred).

• Domain expertise in telecommunications, financial services, travel, or healthcare (preferred).

🏝️ 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