Product Manager – Telephony & Voice

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

📋 Description

• Lead the long-term strategy, roadmap, and execution for telephony and voice products.

• Establish strategies for PBX interoperability, call routing, voice quality/reliability, and call-control architecture.

• Identify areas where Spok should refrain from pursuing partnerships or technology integrations.

• Develop expertise in Spok's CTI and Operator Contact Center to support thought leadership.

• Prioritize schedules and roadmaps for telephony platform and protocol releases.

• Create business cases that encompass market sizing, competitive positioning, pricing strategies, and anticipated outcomes.

• Monitor the landscapes of PBX, UCaaS, CCaaS, and cloud voice vendors to inform build-vs-partner-vs-buy decisions.

• Act as the internal telephony and voice authority for leadership, sales, and delivery teams.

• Collaborate with Platform Product Managers on CTI/telephony epics, stories, and product development life cycle activities.

• Engage with clients at both senior and working-team levels to enhance customer experience.

• Define and document the enterprise roadmap and backlog priorities using tools like Confluence, Jira, and others.

• Oversee CTI and call-control integration requirements across various telephony platforms and protocols.

• Work with technical product managers and engineering teams on CTI middleware, call-control interfaces, presence, event handling, and integration with downstream applications.

• Balance the depth of integration with maintainability across diverse customer telephony environments.

• Ensure integrations fulfill reliability and availability standards for mission-critical hospital environments.

• Manage the telephony partner strategy and cultivate relationships with partner product and engineering teams.

• Assess UCaaS and CCaaS partnerships and suggest build-vs-partner options.

• Represent Spok in technical planning, certification initiatives, and collaborative development projects.

• Collaborate with Operator Console and contact center workflow teams on telephony and CTI functionalities.

• Provide insights on telephony and CTI for high-volume and high-stakes operator workflows.

• Partner with marketing, sales engineering, professional services, support, and enablement teams.

• Conduct training for sales, services, and support related to releases.

• Collect and act on feedback from field deployments to enhance the product.

⛳️ Requirements

• Bachelor’s degree.

• 3–5 years of experience in product management, particularly in telephony, PBX, UC, or voice infrastructure products.

• Strong practical understanding of telephony technology, including PBX/SIP concepts, call control, routing, and CTI/call-control APIs such as SIP, CSTA, TAPI, and TSAPI.

• Familiarity with the UCaaS and CCaaS markets, including key players, platform strategies, and competitive dynamics.

• Experience in partnerships and leading joint planning with partners and potential partners.

• Proven technical proficiency through close collaboration with engineering on integration architecture and third-party telephony APIs.

• Demonstrated capability to define and drive a technical or middleware strategy and roadmap.

• Excellent written and verbal communication skills, capable of switching between technical details and executive-level strategies.

• Hands-on management of Jira and Confluence on a daily basis.

• Ability to deliver presentations and data to both team members and executives.

🏝️ Benefits

• Flexible work arrangements.

• Competitive compensation.

• Opportunities for learning and development.

• Health, pharmacy, vision, and dental care plans.

• Option for a health savings account.

• Wellness benefits.

• Financial wellness benefits.

• Retirement benefits.

• Family support benefits.

• Continuing education benefits.

• Time off benefits.