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Principal Product Manager - Voice AI

1 month, 1 week ago
India
Full-time
Lead
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
CRM Twilio WebRTC
Apply Now
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised
View All Jobs 97

Description

  • Define the long-term vision, strategy, roadmap, and platform architecture for Voice AI.
  • Own the full Voice AI lifecycle, including agent creation, testing, deployment, calling flows, analytics, APIs, billing, and optimisation.
  • Set product principles for how voice agents should answer, qualify, retrieve knowledge, take actions, transfer, or end calls.
  • Partner with engineering and AI teams on streaming architecture, speech systems, orchestration, context management, latency, reliability, and model selection.
  • Work with Phone System and infrastructure teams on routing, provisioning, carrier integrations, transfers, voicemail, and telephony failure modes.
  • Build scalable evaluation and release frameworks for model, prompt, voice, retrieval, routing, and infrastructure changes.
  • Define production service and operational metrics across answer rate, connection success, latency, audio quality, uptime, reliability, and business outcomes.
  • Improve integrations with HighLevel products such as Contacts, Conversations, Calendars, Workflows, Opportunities, Knowledge Base, Payments, and Reporting.
  • Design observability and debugging experiences for call state, transcripts, traces, tool calls, transfers, errors, and execution timelines.
  • Collaborate with Legal, Compliance, Security, Product Marketing, Support, Finance, and executive leadership on product, risk, positioning, pricing, and adoption.

Requirements

  • 12+ years of product management experience in complex B2B SaaS, Voice AI, conversational AI, communications, contact-centre, telephony, CRM, workflow automation, or AI-agent products.
  • Experience as a Principal PM, Staff PM, Lead PM, product founder, or equivalent senior individual contributor.
  • Demonstrated experience defining strategy across multiple teams and delivering sustained customer and commercial outcomes.
  • Experience building or operating production AI-agent systems that interact with real customers and execute business workflows.
  • Strong understanding of the difference between a voice demo and a reliable production calling product.
  • Technical fluency in several of the following: speech-to-text, text-to-speech, streaming audio, voice activity detection, barge-in handling, LLM orchestration, RAG/knowledge retrieval, APIs/webhooks, telephony, latency, reliability, observability, and cost.
  • Strong judgment in AI evaluation, including how voice agents should be tested, scored, monitored, debugged, and improved in production.
  • Strong systems thinking across phone infrastructure, AI models, prompts, CRM data, calendars, workflows, permissions, reporting, compliance, and billing.
  • Experience simplifying technically sophisticated systems for non-technical customers.
  • Experience working with multi-tenant SaaS and the needs of agencies, franchises, resellers, or multi-location businesses.
  • Strong customer instincts and willingness to inspect recordings, transcripts, traces, failed calls, implementation issues, and support data personally.
  • Commercial judgment around activation, retention, pricing, provider costs, telephony costs, gross margin, and partner economics.
  • Ability to make trade-offs among caller experience, latency, accuracy, reliability, extensibility, compliance, and cost.
  • Ability to influence senior stakeholders and teams without direct authority.
  • Excellent written communication for strategy docs, product requirements, system models, evaluation plans, architectural decisions, executive updates, and launch narratives.
  • High ownership, intellectual honesty, and execution velocity in a remote-first environment.
  • Preferred: experience building production voice agents, contact-centre AI, automated receptionists, sales dialers, or customer-service voice automation.
  • Preferred: experience with Twilio, ElevenLabs, Cartesia, Deepgram, Google, OpenAI, Anthropic, Amazon Connect, Genesys, Five9, Dialpad, RingCentral, or similar platforms.
  • Preferred: experience with PSTN, SIP, WebRTC, IVR, call routing, number provisioning, recording, voicemail detection, and carrier failure modes.
  • Preferred: experience building real-time systems with strict latency and availability requirements.
  • Preferred: experience designing agent tools, function calling, MCP integrations, workflow actions, or external API execution.
  • Preferred: experience building automated evaluation systems using scenario generation, synthetic callers, human review, telemetry, transcripts, recordings, and business-outcome data.
  • Preferred: experience with appointment scheduling, lead qualification, customer support, outbound campaigns, or service-dispatch products.
  • Preferred: experience supporting multilingual speech recognition and synthesis, accents, localisation, translation, pronunciation, or voice cloning.
  • Preferred: experience with consent, AI disclosure, call recording, opt-out management, outbound-contact rules, trust and safety, or abuse prevention.
  • Preferred: experience building APIs, webhooks, developer platforms, reusable templates, marketplaces, or partner ecosystems.
  • Preferred: experience building products for agencies, SMBs, franchises, local businesses, or multi-location operators.
  • Preferred: experience with usage-based pricing, per-minute communication pricing, provider routing, model cost management, gross-margin optimisation, rebilling, or fair-use controls.
  • Preferred: familiarity with metrics such as call answer rate, connection rate, time to first response, latency, accuracy, containment rate, transfer success rate, action success rate, booking conversion, sentiment, opt-out rate, P95/P99 latency, cost per call, retention, and support-ticket rate.

Benefits

  • Remote-first global work environment.
  • Opportunity to work at a well-funded and profitable company.
  • Fast-paced, high-ownership culture with broad cross-functional impact.
  • Ability to help ship products in weeks rather than quarters.
  • Focus on continuous improvement and testing ideas rigorously.
  • Opportunity to learn the scale of a large B2B SaaS business and build products used by millions of businesses worldwide.

Interested in this position?

Apply directly on the company website

Apply Now

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