Staff Product Manager
Full-time
HighLevel
Role Description
As the Staff Product Manager for HardPhones, SIP, IVR, and Call Center, you will own the strategy, execution, and architectural evolution of HighLevel's enterprise voice and contact center infrastructure. You will lead the products and platforms that power SIP communications, physical IP phones, IVR experiences, voice routing, our multi-provider communications middleware, and native Call Center (CCaaS) features.
You will define the roadmap for building a carrier-agnostic voice platform that enables reliable, scalable, and intelligent voice communications across multiple CPaaS providers. This scope extends into Contact Center as a Service (CCaaS). You will architect and scale our native Call Center features, developing sophisticated routing logic, agent workspaces, and queue management systems.
This role sits at the intersection of communications infrastructure, telecom engineering, voice automation, contact center operations, and platform scale. You will partner closely with Engineering, Operations, Product, Support, and external communication providers to build the next generation of HighLevel's voice platform.
Key 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 (ACD) capabilities, including skills-based routing, priority queues, ring groups, overflow rules, business hours and failover logic.
- Design intuitive softphone experiences across web and mobile, along with real-time supervisor dashboards for monitoring, coaching and workforce management.
- Own the complete lifecycle of HardPhone provisioning, including Zero-Touch Provisioning (ZTP), remote configuration, firmware management, inventory management and device lifecycle operations.
- Drive the evolution of IVR and Voice AI, including drag-and-drop workflow builders, conversational AI, speech recognition, call transcription, agent assistance, and call summarization.
- 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 customer 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, call quality (MOS), queue abandonment, agent utilization, billing accuracy, platform availability and customer satisfaction (CSAT).
- Develop and execute the long-term roadmap for enterprise telephony, AI-powered communications, multi-vendor architecture and next-generation voice experiences, ensuring HighLevel maintains competitive parity and platform leadership.
Qualifications
- 8+ years of Product Management experience, including ownership of communications, telecommunications, voice infrastructure, CPaaS, CCaaS or enterprise platform products.
- Deep understanding of SIP, RTP, WebRTC, VoIP, IVR, enterprise telephony, and contact center ecosystems.
- Proven experience building communications infrastructure or voice platform products at scale, including Automatic Call Distributor (ACD), intelligent routing and Call Center functionality.
- Strong understanding of SIP endpoint management, HardPhone provisioning, remote device management, and telephony lifecycle management.
- 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.
- Strong understanding of intelligent routing, least-cost routing (LCR), provider redundancy, failover mechanisms, and global telephony architecture.
- Strong analytical and data-driven decision-making skills, with experience defining platform KPIs and using analytics to drive product strategy.
- Demonstrated ability to define long-term platform strategy, influence executive stakeholders, and lead cross-functional initiatives across Engineering, Infrastructure, Finance, Operations, and Go-to-Market teams.
- Excellent communication, stakeholder management, and prioritization skills, with the ability to simplify complex technical concepts for diverse audiences.
Nice-to-Have
- Familiarity with SIP infrastructure technologies.
- Experience building conversational AI, speech recognition, voice automation, AI-powered call routing or agent assist capabilities.
- Familiarity with STIR/SHAKEN, CNAM, E911, number portability, hosted numbers (BYOC/BYON), and regulatory compliance across global telephony markets.
- Experience building contact center (CCaaS) capabilities such as workforce management, quality monitoring, call recording, coaching, and supervisor tools.
- Experience working with event-driven architectures, APIs, SDKs, and developer platforms for communications products.
- Understanding of enterprise security, privacy, and compliance requirements for voice platforms, including GDPR, HIPAA, PCI-DSS, or similar standards.
Core KPIs
- Voice Platform Reliability – SIP session success rate, call completion rate, provider failover success.
- Call Center Efficiency – Queue Abandonment Rate, Average Handle Time (AHT), Agent Utilization.
- HardPhone Provisioning – Device onboarding success rate, provisioning time, firmware deployment success.
- IVR Performance – IVR containment rate, workflow completion, conversational AI adoption.
- Routing Efficiency – Least-cost routing optimization, latency reduction, provider utilization.
Benefits
- Dynamic work environment driven by a passionate team.
- Collective responsibility where no task is considered someone else's job.
- Focus on providing value to users through swift delivery of solutions.
- High standard of innovation with every good idea put to the test.
- Prioritization of team well-being to better serve users.
- Continuous and iterative improvement as an ongoing journey.
- Well funded & profitable company.
- Opportunity to learn the intricacies of scaling a B2B SaaS startup.
- Develop impactful products that cater to customer needs.
Vacancy posted 20 hours ago
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