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Staff Product Manager - HardPhone, SIP, and IVR

1 month, 3 weeks ago
India
Full-time
Lead
Product Manager
Product Management
HIPAA 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

  • Own the vision, strategy, execution, and long-term roadmap for 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 ACD capabilities including skills-based routing, priority queues, ring groups, overflow rules, business hours, and failover logic.
  • Design softphone experiences for web and mobile, plus real-time supervisor dashboards for monitoring, coaching, and workforce management.
  • Own the HardPhone lifecycle, including Zero-Touch Provisioning, remote configuration, firmware management, inventory management, and device operations.
  • Drive IVR and Voice AI features such as workflow builders, conversational AI, speech recognition, call transcription, agent assistance, and call summarization.
  • Build enterprise telephony features including call recording, voicemail, conferencing, whisper/barge, monitoring, queue management, and compliance recording.
  • Define Voice APIs, SDKs, webhooks, and event frameworks for third-party and partner integrations.
  • Lead 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 reliable, globally scalable voice products.

Requirements

  • 8+ years of Product Management experience in 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 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, 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.
  • Excellent communication, stakeholder management, and prioritization skills with the ability to simplify complex technical concepts for diverse audiences.
  • Familiarity with SIP infrastructure technologies (preferred).
  • Experience building conversational AI, speech recognition, voice automation, AI-powered call routing, or agent assist capabilities (preferred).
  • Familiarity with STIR/SHAKEN, CNAM, E911, number portability, hosted numbers, BYOC/BYON, and global telephony compliance (preferred).
  • Experience building CCaaS capabilities such as workforce management, quality monitoring, call recording, coaching, and supervisor tools (preferred).
  • Understanding of enterprise security, privacy, and compliance requirements such as GDPR, HIPAA, or PCI-DSS (preferred).

Benefits

  • HighLevel is a well-funded and profitable company.
  • Remote-first global work environment.
  • Opportunity to help scale a B2B SaaS platform used by businesses in 150+ countries.
  • Fast-moving culture with lean execution and rapid product delivery.
  • Focus on employee well-being.
  • Opportunity to build impactful products with broad real-world usage.

Interested in this position?

Apply directly on the company website

Apply Now

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