Senior Product Manager, CTI and Voice AI Job at General Motors (Austin)

Job Description

General Motors’ Customer Experience Platform (CXP) organization is leading a global transformation to modernize how we support and engage customers across our global contact centers and digital channels. A critical pillar of this transformation is CTI / Voice AI, powering advisor‑assisted and customer self‑help experiences in our Global Contact Centers and Interactive Voice Assistants. CTI is where we integrate telephony functionality into CRM tools with complete end to end call management – call delivery, monitoring and reporting. VoiceAI is where we develop Interactive Voice Experiences that not only understand and respond, but also fulfill customer requests enabling advisors to focus on more complex scenarios. We are seeking a Senior Product Manager, CTI/Voice AI (Level 7) to lead the product strategy and delivery of CTI and Voice AI Assistants across GM’s customer support channels. This role focuses on integrating CTI/VoiceAI products across Customer Care business globally – transitioning to new CXOne platform, developing roadmap and strategies to implement intelligent call routing, voice automation, agentic AI voice flows, ongoing enhancements and operational support.

Job Responsibility

Co-own and execute CTI/Voice AI roadmap for global Customer Care grounded in domain research, competitive analysis, and GM’s enterprise AI and CX strategies
Support the multi‑year roadmap and backlog for CTI/VoiceAI across within your product area and capabilities
convert enterprise priorities into clear investment, sequencing, and trade‑off decisions
Drive delivery of production‑grade CTI/VoiceAI experiences, leveraging call routing business logic using Salesforce and CXone to deliver the most accurate call segmentation to advisors leveraging tools like Google, CxOne, Salesforce and other tools to develop Voice Automation and/or Agentic AI Voice flows
Partnering with Engineering, Architecture, and Operations to balance speed, stability, and scale
Define and manage success metrics (e.g., containment, accuracy/relevancy, CSAT) and CTI/Voice AI performance dashboards
use quantitative and qualitative feedback loops to prioritize enhancements and demonstrate ROI
Partner with Data/Analytics and Engineering teams to define and interpret advanced analytics for CTI/Voice AI performance and trends (consistency, errors, reliability), including model performance measures through stakeholder evaluations and delivering ongoing optimization
Champion quality, validation, and post‑launch excellence for CTI/Voice AI, including appropriate quality assurance strategies, defect triage and management, post‑launch monitoring, and continuous improvement with operations teams
Delivering intuitive, consistent, trustworthy CTI/VoiceAI experiences and clear handoffs between conversational AI, Agentic AI execution, and human advisors across brands and regions
Maintain strong Responsible AI and governance practices in collaboration with Legal, Privacy, Security, and Responsible AI teams, including guardrails for prompts, models, workflows, automation accuracy, escalation, and failure handling
Operate as a Level 7 product leader: mentor other PMs, model outcome‑based product practices, and provide crisp, executive‑ready communication that influences your product roadmaps and adjacent teams’ priorities beyond direct product scope

Requirements

Bachelor’s degree in Business, Computer Science, Information Systems, or related field (or equivalent practical experience)
5+ years of direct experience implementing CTI / IVA functionality in any platform – including adjacent tools such as workforce management, call recording, call data reporting
5+ years of product management experience, including ownership of enterprise platforms and/or CTI/VoiceAI driven products
Experience working in an Agile product delivery environment, using tools like Jira Product Discovery, Jira Align, Jira Cloud, or similar to manage roadmaps, backlogs, and cross‑team delivery
Demonstrated experience owning CTI/VoiceAI or automation‑driven products, including end‑to‑end lifecycle management from strategy through delivery and measurement
Proven ability to partner effectively with Engineering, Design, Operations, Data/Analytics, Security, and Legal to deliver global, scalable, production‑ready solutions
Strong technical fluency across integrations, platform constraints, analytics, and quality/validation practices
Exceptional executive communication and stakeholder management skills, with a track record of influencing decisions in a complex, matrixed organization
Experience driving measurable business outcomes such as containment, adoption, ROI, and advisor or customer experience improvements
Demonstrated ability to lead complex, cross‑functional initiatives across multiple teams within CXP, Engineering, CSO, consistent with Level 7 Individual Contributor expectations (independent execution, broad cross‑functional impact, and mentorship of others)

Nice to have

Direct experience with NICE CXOne, Salesforce Service Cloud Voice
Direct experience with contact center industry and tools – Workforce Management, Call Recording, Reporting
Salesforce certifications (e.g., Service Cloud, AI Specialist, or Administrator)
Experience in the automotive or mobility industry
Familiarity with LLM prompt engineering, AI Assist / Agentic AI, or workflow automation frameworks
Proven ability to define and interpret product KPIs, build dashboards with analytics partners, and present insights and recommendations to senior leadership

What we offer

medical
dental
vision
Health Savings Account
Flexible Spending Accounts
retirement savings plan
sickness and accident benefits
life insurance
paid vacation & holidays
tuition assistance programs
employee assistance program
GM vehicle discounts

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Senior Product Manager, CTI and Voice AI

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