Senior Product Manager, CTI (Computer Telephony Integration) and Voice AI

Job Description

The Role

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.

This is a senior individual contributor role designed for a product leader who operates comfortably across strategy, and communicates effectively with senior stakeholders, in line with GM’s Product Management expectations.

Mission

Anchored in the Customer Experience Platforms (CXP) Product Management organization, this supports the vision, roadmap, and lifecycle for GM’s foundational CTI and VoiceAI experiences powering advisor‑assisted and customer self‑help experiences in our Global Contact Centers and Interactive Voice Assistants.

The mission is to ensure that CTI/VoiceAI:

·       Delivers real, measurable business impact in modernizing and expanding global digital first support experiences  

·       Scales globally through reusable platform-first capabilities

·       Operates within strong Responsible AI, security, and compliance guardrails

What You'll Do

·       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 dire