Senior Product Manager, Voice AI Agents

Job Description

Role

Zendesk is pioneering the future of agentic AI for customer experience – and voice is the next frontier. As Senior Product Manager for Voice AI Agents, you'll help shape how millions of users interact with brands through intelligent, human-like conversations. Join us to build not just features, but a fundamentally better way to serve and support people everywhere.

Voice remains the most powerful and personal channel for customer service, and Zendesk is building the next generation of voice automation with AI at its core. This is a true zero-to-one opportunity : you’ll define the product vision, shape the user experience, and bring to life a conversational AI system that delivers natural, responsive, and high-quality voice interactions. You’ll lead the development of our first native voice channel for Zendesk AI Agents and work across our existing voice ecosystem – from Zendesk Talk to third-party voice platforms – to build a cohesive experience that automates customer service with speed and empathy.

Key Responsibilities

Own the end-to-end product strategy for Zendesk's voice AI agents, from vision and roadmap to zero-to-one market delivery, aligned with our broader AI and omnichannel strategy

Lead deep customer and market discovery to identify voice-specific opportunities, translating insights into product requirements and features

Champion voice UX excellence, partnering with product design to create intuitive, natural conversational experiences

Collaborate with AI researchers and engineers to integrate speech technologies while optimizing for real-time performance

Define and track success metrics across adoption, latency, user satisfaction, and automation efficacy

Build strong cross-functional partnerships with Engineering, AI Research, Customer Success, and GTM teams to ensure cohesive execution and market readiness

Implement continuous discovery and development practices, maintaining high product quality through iterative testing and data-driven refinement

Required Qualifications

Several years product management experience with 2+ years building AI-powered or voice products in B2B SaaS

Track record leading cross-functional teams through zero-to-one product development

Strong discovery and data-driven mindset with demonstrated user-focused outcomes

Exceptional communication skills to align stakeholders and articulate complex voice AI value propositions

Bonus Qualifications

Deep knowledge of voice technology (telephony, SIP, VoIP, ASR / TTS) and real-time UX performance factors

Experience with LLM capabilities in voice contexts

Background in customer service or CX product development

Success in the Role

Establishing leadership within the voice AI domain, becoming the go-to expert for conversational voice strategy

Driving significant adoption of our voice AI channel, making it a preferred option for customer service interactions

Creating a natural, efficient voice user journey that improves automated resolution rates while delivering exceptional customer experiences

Differentiating Zendesk in the market through innovative voice AI capabilities that seamlessly integrate with our omnichannel ecosystem

Hybrid : In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.