Staff Product Manager – HardPhone, SIP, IVR

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

📋 Description

• Take full ownership of the vision, strategy, and execution for HighLevel's HardPhone, SIP, IVR, Call Center, and Enterprise Voice platforms.

• Develop a scalable, provider-agnostic communications framework that integrates multiple CPaaS providers through a cohesive architecture.

• Design and scale advanced Automatic Call Distributor (ACD) features, including skills-based routing, priority queues, ring groups, overflow rules, business hours, and failover logic.

• Create user-friendly softphone experiences for both web and mobile platforms, alongside real-time supervisor dashboards for monitoring, coaching, and workforce management.

• Manage the entire lifecycle of HardPhone provisioning, encompassing Zero-Touch Provisioning (ZTP), remote configuration, firmware management, inventory oversight, and device lifecycle operations.

• Propel the advancement of IVR and Voice AI, featuring drag-and-drop workflow builders, conversational AI, speech recognition, call transcription, agent assistance, and call summarization.

• Develop enterprise telephony functionalities such as call recording, voicemail, conferencing, whisper/barge capabilities, monitoring, queue management, and compliance recording.

• Specify extensible Voice APIs, SDKs, webhooks, and event frameworks that facilitate seamless integrations with third-party applications and ecosystem partners.

• Lead customer migration efforts, including provider transitions, number portability, hosted phone onboarding, and enterprise telephony shifts, while minimizing disruption for customers.

• Collaborate with Engineering, Infrastructure, Security, Compliance, Support, and Go-to-Market teams to deliver highly reliable and globally scalable voice solutions.

• Set and track platform KPIs such as call completion rates, SIP reliability, provisioning success, IVR containment, routing efficiency, call quality (MOS), queue abandonment, agent utilization, billing accuracy, platform availability, and customer satisfaction (CSAT).

• Formulate and implement the long-term roadmap for enterprise telephony, AI-driven communications, multi-vendor architecture, and next-generation voice experiences, ensuring HighLevel maintains a competitive edge and platform leadership.

⛳️ Requirements

• Over 8 years of experience in Product Management, with a focus on communications, telecommunications, voice infrastructure, CPaaS, CCaaS, or enterprise platform products.

• Comprehensive knowledge of SIP, RTP, WebRTC, VoIP, IVR, enterprise telephony, and contact center ecosystems.

• Proven track record in developing communications infrastructure or voice platform products at scale, including Automatic Call Distributor (ACD), intelligent routing, and Call Center functionalities.

• Solid understanding of SIP endpoint management, HardPhone provisioning, remote device management, and telephony lifecycle management.

• Experience collaborating directly with CPaaS providers, telecom operators, hardware vendors, or communications infrastructure platforms.

• Background in creating multi-provider routing, abstraction layers, middleware, or API-first platform products.

• Experience in designing scalable multi-tenant platforms and highly available distributed systems catering to enterprise customers.

• Strong grasp of intelligent routing, least-cost routing (LCR), provider redundancy, failover mechanisms, and global telephony architecture.

• Excellent analytical and data-driven decision-making abilities, with experience in defining platform KPIs and leveraging analytics to inform product strategy.

• Demonstrated capacity to outline long-term platform strategy, influence executive stakeholders, and lead cross-functional initiatives involving Engineering, Infrastructure, Finance, Operations, and Go-to-Market teams.

• Exceptional communication, stakeholder management, and prioritization skills, with the ability to simplify complex technical concepts for varied audiences.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities