Description

Key Skills: Product Management, SIP, VoIP, WebRTC, IVR, Contact Center, Communications Infrastructure, Enterprise Telephony, CPaaS, Platform Architecture

Good to Have Skills: Conversational AI, Speech Recognition, Voice Automation, STIR/SHAKEN, CNAM, E911, Number Portability, GDPR, HIPAA, PCI-DSS compliance, Event-driven architectures, APIs, SDKs, Workforce Management, Quality Monitoring, Call Recording, Supervisor Tools

Roles & Responsibilities:

• Own the vision, strategy and execution for HighLevel's HardPhone, SIP, IVR, Call Center and Enterprise Voice platforms.
• Build a scalable, provider-agnostic communications platform that abstracts multiple CPaaS providers through a unified architecture.
• Architect and scale sophisticated Automatic Call Distributor capabilities, including skills-based routing, priority queues, ring groups, overflow rules and failover logic.
• Design intuitive softphone experiences across web and mobile, along with real-time supervisor dashboards for monitoring and workforce management.
• Own the complete lifecycle of HardPhone provisioning, including Zero-Touch Provisioning, remote configuration, firmware management and device lifecycle operations.
• Drive the evolution of IVR and Voice AI, including drag-and-drop workflow builders, conversational AI, speech recognition and call transcription.
• Build enterprise telephony capabilities including call recording, voicemail, conferencing, whisper/barge, monitoring, queue management and compliance recording.
• Define extensible Voice APIs, SDKs, webhooks and event frameworks that enable seamless integrations with third-party applications and ecosystem partners.
• Lead customer migration initiatives, including provider migrations, number portability, hosted phone onboarding, and enterprise telephony transitions while minimizing disruption.
• Partner with Engineering, Infrastructure, Security, Compliance, Support and Go-to-Market teams to deliver highly reliable, globally scalable voice products.
• Establish and monitor platform KPIs including call completion rates, SIP reliability, provisioning success, IVR containment, routing efficiency and call quality.
• Develop and execute the long-term roadmap for enterprise telephony, AI-powered communications, multi-vendor architecture and next-generation voice experiences ensuring competitive parity.

Experience Required: 8+ years of Product Management experience, including ownership of communications, telecommunications, voice infrastructure, CPaaS, CCaaS or enterprise platform products. Proven experience building communications infrastructure or voice platform products at scale, including Automatic Call Distributor and Call Center functionality. Experience working directly 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 serving enterprise customers

Key Skills

Education

Any Graduate