Staff Product Manager - HardPhone, SIP, And IVR

Responsibilities

• Own the vision, strategy, and execution for HardPhone, SIP, IVR, Call Center, and enterprise voice platforms.
• Build a scalable, provider-agnostic communications platform abstracting multiple CPaaS providers through a unified architecture.
• Architect and scale Automatic Call Distributor (ACD) capabilities, including skills-based routing, priority queues, ring groups, overflow rules, business hours, and failover logic.
• Design softphone experiences for web and mobile and real-time supervisor dashboards for monitoring, coaching, and workforce management.
• Own HardPhone provisioning, including Zero-Touch Provisioning (ZTP), remote configuration, firmware management, inventory management, and device lifecycle operations.
• Drive IVR and Voice AI capabilities, including workflow builders, conversational AI, speech recognition, call transcription, agent assistance, and call summarization.
• Build enterprise telephony capabilities such as call recording, voicemail, conferencing, whisper/barge, monitoring, queue management, and compliance recording.
• Define Voice APIs, SDKs, webhooks, and event frameworks for third-party and ecosystem integrations.
• Lead customer migrations, number portability, hosted phone onboarding, and enterprise telephony transitions.
• Partner with Engineering, Infrastructure, Security, Compliance, Support, Operations, Finance, and Go-to-Market teams.
• Establish and monitor platform KPIs covering reliability, provisioning, IVR containment, routing, call quality, queue abandonment, agent utilization, billing accuracy, availability, and customer satisfaction.
• Develop the long-term roadmap for enterprise telephony, AI-powered communications, multi-vendor architecture, and voice experiences.

Requirements

• 8+ years of Product Management experience, including communications, telecommunications, voice infrastructure, CPaaS, CCaaS, or enterprise platform products.
• Deep understanding of SIP, RTP, WebRTC, VoIP, IVR, enterprise telephony, and contact center ecosystems.
• Experience building communications infrastructure or voice platform products at scale, including ACD, intelligent routing, and Call Center functionality.
• Strong understanding of SIP endpoint management, HardPhone provisioning, remote device management, and telephony lifecycle management.
• Experience working with CPaaS providers, telecom operators, hardware vendors, or communications infrastructure platforms.
• Experience building multi-provider routing, abstraction layers, middleware, or API-first platform products.
• Experience designing scalable multi-tenant platforms and highly available distributed systems for enterprise customers.
• Understanding of intelligent routing, least-cost routing (LCR), provider redundancy, failover mechanisms, and global telephony architecture.
• Strong analytical and data-driven decision-making skills, including defining platform KPIs and using analytics to guide product strategy.
• Ability to define long-term platform strategy, influence executive stakeholders, and lead cross-functional initiatives.
• Excellent communication, stakeholder management, prioritization, and technical simplification skills.

Nice-to-Haves

• Familiarity with SIP infrastructure technologies.
• Experience with conversational AI, speech recognition, voice automation, AI-powered call routing, or agent-assist capabilities.
• Familiarity with STIR/SHAKEN, CNAM, E911, number portability, BYOC/BYON, and global telephony compliance.
• Experience building CCaaS capabilities such as workforce management, quality monitoring, call recording, coaching, and supervisor tools.
• Experience with event-driven architectures, APIs, SDKs, and communications developer platforms.
• Understanding of security, privacy, and compliance requirements such as GDPR, HIPAA, and PCI-DSS.

Compensation and Benefits

• The posting does not specify compensation or benefits.