# Staff Product Manager - HardPhone, SIP, And IVR

**Company:** [GoHighLevel](https://hotfix.jobs/companies/gohighlevel)
**Location:** Remote
**Role:** Product Management
**Experience:** 8+ years
**Skills:** Sip, Rtp, Webrtc, Voip, Ivr, Cpaas, Ccaas, Automatic Call Distributor, Hardphone Provisioning, Voice Ai, Speech Recognition, Call Routing, Multi-Tenant Platforms, Distributed Systems, APIs
**Posted:** 2026-07-24

> Owns the strategy, execution, and architectural evolution of HighLevel’s enterprise voice and contact center products, spanning SIP, HardPhones, IVR, CPaaS integrations, and CCaaS capabilities. Requires 8+ years of product management experience and deep expertise in telecom and scalable voice platforms.

## Job Description

## 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.

## Similar jobs

- [People Technology Staff Product Manager](https://hotfix.jobs/jobs/f5dbd498-5abf-4ac2-a783-142965bad563) - Okta - Bengaluru, India
- [Staff Product Manager, Connectors](https://hotfix.jobs/jobs/fb1a40ea-2f96-4d89-9bd3-8a3e78e8880b) - Fivetran - Bengaluru, India
- [Staff Product Manager, Growth](https://hotfix.jobs/jobs/4d6d7aed-8d1b-4d39-a452-84520fb5aa1c) - Talkiatry - Remote - $180k – $225k/yr
- [Staff Product Manager, AI Foundations](https://hotfix.jobs/jobs/7082a85f-b39f-4a94-a138-cd6acdf92d45) - Vanta - Remote - $243k – $286k/yr
- [IT Platform Staff Product Manager](https://hotfix.jobs/jobs/9d4ed440-3390-4ca1-9539-209da0ff9682) - OpenLoop - Remote

**Apply:** https://hotfix.jobs/jobs/99ef3c28-6886-4b12-86b9-4fdf841f7fa1
**Canonical:** https://hotfix.jobs/jobs/99ef3c28-6886-4b12-86b9-4fdf841f7fa1