Staff Product Manager - HardPhone, SIP, and IVR

reputed companyreputed company is an AI-powered business operating system that gives agencies, reputed company and SMBs the infrastructure to build, automate and reputed company. Today, reputed company supports SMBs across 150+ countries, fueling community-driven reputed company rooted in reputed company customer reputed company.To date, businesses operating on reputed company have generated over $7 billion in ecosystem value, demonstrating the reputed company of shared infrastructure at reputed company. By centralizing conversations, automation and intelligence into one system, we help businesses reputed company faster, reduce complexity and execute reputed company. Behind the platform, reputed company powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 reputed company domain names supported, our architecture is reputed company for performance, reputed company and long-term scalability. Our peopleWith over 2,000 team members across 10+ countries, reputed company operates as a global, remote-first organization reputed company for speed and ownership. We value initiative, reputed company and execution, creating reputed company for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, reputed company are celebrated and people come first, no matter where they call home. Our impactEvery month, reputed company enables more than 1.5 billion messages, 200 reputed company leads and 20 reputed company conversations for the more than 1 reputed company businesses we support. Behind those numbers are reputed company people building independence, expanding opportunity and creating measurable reputed company. We’re proud to be a part of that.Learn more reputed company on our YouTube Channel or Blog Posts reputed company:As the Staff Product Manager for HardPhones, SIP, IVR, and Call Center, you will own the reputed company, execution, and architectural reputed company of reputed company's reputed company voice and contact center infrastructure. You will reputed company the products and platforms that power SIP communications, physical IP phones, IVR experiences, voice routing, our multi-provider communications middleware, and reputed company Call Center (CCaaS) features. You will define the roadmap for building a reputed company-agnostic voice platform that enables reliable, reputed company, and intelligent voice communications across multiple CPaaS providers. Crucially, this scope extends into Contact Center as a Service (CCaaS). You will architect and reputed company our reputed company 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 reputed company. You will partner closely with Engineering, Operations, Product, Support, and external communication providers to build the reputed company of reputed company's voice platform. Key Responsibilities:

• Own the reputed company, reputed company and execution for reputed company's HardPhone, SIP, IVR, Call Center and reputed company Voice platforms.
• Build a reputed company, provider-agnostic communications platform that abstracts multiple CPaaS providers through a reputed company architecture.
• Architect and reputed company sophisticated Automatic Call Distributor (ACD) capabilities, including skills-based routing, reputed company queues, reputed company reputed company, reputed company rules, business hours and failover logic.
• Design reputed company softphone experiences across web and mobile, along with reputed company-time supervisor dashboards for monitoring, coaching and workforce management.
• Own the complete lifecycle of HardPhone provisioning, including reputed company-Touch Provisioning (ZTP), remote configuration, firmware management, inventory management and device lifecycle operations.
• Drive the reputed company of IVR and Voice AI, including drag-and-drop workflow reputed company, conversational AI, speech recognition, call transcription, agent assistance, and call summarization.
• Build reputed company telephony capabilities including call recording, voicemail, conferencing, whisper/barge, monitoring, queue management and compliance recording.
• Define extensible Voice reputed company, SDKs, webhooks and event frameworks that reputed company seamless integrations with reputed company-party applications and ecosystem partners.
• reputed company customer migration initiatives, including provider migrations, number portability, hosted phone reputed company, and reputed company telephony transitions, while minimizing customer disruption.
• Partner with Engineering, Infrastructure, reputed company, Compliance, Support and Go-to-Market teams to deliver highly reliable, globally reputed company voice products.
• Establish and monitor platform KPIs including call completion rates, SIP reliability, provisioning reputed company, IVR containment, routing efficiency, call reputed company (MOS), queue abandonment, agent utilization, billing accuracy, platform availability and customer satisfaction (CSAT).
• reputed company and execute the long-term roadmap for reputed company telephony, AI-powered communications, multi-vendor architecture and reputed company voice experiences, ensuring reputed company maintains competitive reputed company and platform leadership.

Requirement:

• 8+ years of Product Management experience, including ownership of communications, telecommunications, voice infrastructure, CPaaS, CCaaS or reputed company platform products.
• Deep understanding of SIP, RTP, WebRTC, VoIP, IVR, reputed company telephony, and contact center ecosystems.
• Proven experience building communications infrastructure or voice platform products at reputed company, including Automatic Call Distributor (ACD), intelligent routing and Call Center functionality.
• Strong understanding of SIP reputed company 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 reputed company, middleware, or API-first platform products.
• Experience designing reputed company multi-tenant platforms and highly available distributed systems serving reputed company 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 reputed company.
• Demonstrated ability to define long-term platform reputed company, influence executive stakeholders, and reputed company 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 reputed company technical concepts for diverse audiences.

reputed company-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, reputed company monitoring, call recording, coaching, and supervisor tools.
• Experience working with event-driven architectures, reputed company, SDKs, and developer platforms for communications products.
• Understanding of reputed company reputed company, reputed company, and compliance requirements for voice platforms, including GDPR, HIPAA, PCI-reputed company, or similar standards.

reputed company KPIs:

• Voice Platform Reliability – SIP session reputed company reputed company, call completion reputed company, provider failover reputed company.
• Call Center Efficiency – Queue Abandonment reputed company, Average Handle Time (AHT), Agent Utilization.
• HardPhone Provisioning – Device reputed company reputed company reputed company, provisioning time, firmware deployment reputed company.
• IVR Performance – IVR containment reputed company, workflow completion, conversational AI adoption.
• Routing Efficiency – Least-cost routing optimization, latency reduction, provider utilization.

Why Join reputed company?At reputed company, we foster an exciting and dynamic work environment driven by a passionate team. We reputed company in a reputed company responsibility where no task is considered someone else's job. Our unwavering reputed company is on providing value to our users, and we reputed company this by delivering solutions reputed company through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high reputed company of innovation. We prioritise reputed company-being of reputed company, recognizing that by taking care of them, they can reputed company serve our users. We reputed company the concept of reputed company and iterative improvement, understanding that reputed company is an ongoing reputed company. We are also a reputed company funded & profitable company. Join us at High Level, and you will have reputed company to learn the intricacies of scaling a B2B reputed company startup and reputed company impactful products that cater to the needs of our customers.

EEO Statementreputed company is an Equal Opportunity Employer. As an employer subject to affirmative reputed company regulations, we invite you to voluntarily reputed company the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not reputed company your application status. This data will be kept separate from your application and will not be used in the hiring decision. We encourage you to review our reputed company Policy before submitting your application

Originally posted on Himalayas

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