Senior Product Manager, Intercom Calling

Who We AreVerkada is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. We’ve got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), a $5.8B valuation, more than $1 billion in annualized bookings, and backing from CapitalG, Sequoia Capital, General Catalyst, Felicis Ventures, Next47 and more. Physical AI is one of the most consequential technology shifts of our time, and Verkada is at the center of it.You can look at all kinds of communities to see our platform’s impact in the world. It's the retailer that uses our agentic AI to deter theft before it happens. The warehouse that uses AI-powered alerts to make sure its team is protected on the floor with proper PPE. The school that’s alerted to a threat in real-time and triggers a lockdown in seconds, not minutes. We’re rapidly scaling this impact: today, more than 2 million Verkada devices are deployed across 170+ countries. About the RoleIntercom is one of the fastest-growing and most-loved product lines at Verkada, in a $1B+ market we've only begun to tap. At its core, the intercom connects people with the businesses and organizations they're visiting through a call. Whether you need to get into a building, drop off a package, ask about store hours or get help in an emergency, the intercom is how you reach a person who can help.Calling is at the heart of the Intercom experience, and we need a product manager to own it end to end: every call, from the moment someone presses the button to the moment someone answers and helps them.You'll own the underlying calling pipeline, enterprise-grade call routing, the context and controls that help people answering make better decisions, and the AI that automates call responses. Your job is to make every call reliable, productive and delightful.We are committed to a thriving in-office culture. This role requires you to work onsite at our HQ in San Mateo, CA.What You’ll OwnCalling stack: make every call greatDefine the roadmap for our signaling and media paths, across first- and third-party and online and offline pipelinesDeliver a consistent answering experience on every endpoint: iOS, Android, web browsers, PSTN and VoIPTrack the metrics that matter: ring rate, connection success rate, dropped calls and audio/video quality (load time, latency, packet loss, jitter, MOS)Address failure modes on real-world networks, including weak cellular links, restrictive enterprise firewalls and NAT traversalManage relationships with subprocessors and technology partners, including corporate phone and communications platformsCall routing: get every call to the best person availableAdd intelligence to routing based on audio and video triggers, building state (such as after hours or lockdown), schedules and staff availabilityDefine what the caller experiences while their call is being routedDesign strategies for concurrent calls: ring strategies (simultaneous, sequential, round robin), triage, queuing, forwarding and failoverBuild tools that let admins configure, test and manage routing at scale across many sites, users, and devices (including receiver groups, SCIM syncing)Call context and controls: give the person answering superpowersEnrich calls with context for better decisions, such as live captions, nearby security camera feeds, visitor history and access logsBuild advanced controls that put fast, powerful options at the answerer's fingertips, such as real-time voice translation, security escalation and multi-door unlockingDrive sophisticated video features such as two-way video, auto-framing and AI filters that improve the calling experienceAI receivers: use voice AI to streamline responsesToday, conversational AI handles low-risk tasks like sharing basic information about a business and its policies (Info Desk) and finding the right tenant to call (Voice Directory). We see many more interactions it can automate, including wayfinding, appointment management and granting building entry.Define human escalation rules, clean handoffs and firm guardrails for AI conversations, especially anything safety-relatedBuild frameworks to measure quality, including escalation rate, accuracy, latency, system observability and model evalsIdentify, prototype and launch new voice AI use cases with the goal of finding product-market fitHow You'll WorkOwn customer discovery: talk to customers, go on site walks and see pain points firsthand in the fieldSet product strategy and prioritize the roadmap, balancing tradeoffs between reliability, new capabilities and customer needsPartner closely with engineering and design, bringing both technical depth and design senseDrive execution from spec to launch with obsessive attention to detailCraft the product pitch with marketing and salesStay on top of the competitive landscape and market trendsWhat You'll Bring5+ years of product management experienceA track record of building and scaling complex enterprise software productsAn undergraduate degree in computer science, electrical engineering or a similar quantitative field. An MS, MBA or equivalent experience is a plus but not requiredComfort going deep with engineers on architecture and tradeoffs, then explaining them clearly to customers and executivesStrong written and verbal communication skillsYou enjoy envisioning the big picture and managing the detailsYou like getting your hands dirty and getting out in the field to understand customer pain pointsMust be willing and able to work onsite five days per weekNice to HaveTechnical knowledge of SIP and/or WebRTC: signaling vs. media, codecs, STUN/TURN and NAT traversal, SFUs, and what actually causes a call to fail or degradeTechnical knowledge of audio processing and acoustics, such as audio DSPs, microphone selection and design, beamforming and noise cancellationA track record of improving reliability and quality with data: you've defined quality metrics, built the dashboards and moved the numbersExperience shipping voice AI or conversational agents, including speech recognition, text-to-speech and real-time speech-to-speech modelsA background in physical security, access control, video surveillance, emergency dispatch (PSAP/911/CAD) systems or IoT hardwareUS Employee BenefitsVerkada is committed to fostering a workplace environment that prioritizes the holistic health and wellbeing of our employees and their families by offering comprehensive wellness perks, benefits, and resources. Our benefits and perks programs include, but are not limited to:Healthcare programs that can be tailored to meet the personal health and financial well-being needs - Premiums are 100% covered for the employee under at least one plan and 80% for family premiums under all plansNationwide medical, vision and dental coverageStarting January 2027, Verkada will match a portion of an employee’s 401(k) contributions based on eligible earnings. Match vests on 2 year anniversaryHealth Saving Account (HSA) with annual employer contributions and Flexible Spending Account (FSA) with tax saving optionsExpanded mental health supportPaid parental leave policy & fertility benefitsTime off to relax and recharge through our paid holidays, firmwide extended holidays, flexible PTO and personal sick timeProfessional development stipendWellness/fitness benefitsHealthy lunches provided dailyCommuter benefitsAdditional InformationWe do sponsor and take over sponsorship of employment visas for this role. If we make you an offer, we will make every reasonable effort to get you a visa.Annual Pay RangeAt Verkada, we want to attract and retain the best employees, and compensate them in a way that appropriately and fairly values their individual contribution to the company. With that in mind, we carefully consider a number of factors to determine the appropriate starting pay for an employee, including their primary work location and an assessment of a candidate's skills and experience, as well as market demands and internal parity. A Verkada employee may be eligible for additional forms of compensation, depending on their role, including sales incentives, discretionary bonuses, and/or equity in the company in the form of restricted stock units (RSUs)Below is the annual on-target earnings (OTE) range for full-time employees for this position, comprised of base compensation and commissions (if applicable).Estimated Annual Pay Range$185,000—$215,000 USDVerkada Is An Equal Opportunity EmployerAs an equal opportunity employer, Verkada is committed to providing employment opportunities to all individuals. All applicants for positions at Verkada will be treated without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law.Your application will be handled in accordance with our Candidate Privacy Policy.