Staff Product Manager - HardPhone, SIP, and IVR
Core
Own the strategy, execution, and architectural evolution of HighLevel's enterprise voice and contact center infrastructure, including SIP, IVR, and CCaaS features.
Role type
Staff Product Manager (Enterprise Voice & Contact Center)
Builds
A carrier-agnostic voice platform, native Call Center features, and multi-provider communications middleware.
Domain
Telecommunications, Contact Center as a Service (CCaaS), Voice Infrastructure
Deliverable
production ML models | product features
Required skills
Product Management (8+ years), SIP/IVR/CCaaS domain expertise, ACD/routing logic design, HardPhone provisioning lifecycle, CPaaS provider management, multi-tenant platform architecture, least-cost routing (LCR), data-driven KPI definition, cross-functional leadership
Preferred skills
Conversational AI and speech recognition, STIR/SHAKEN/CNAM/E911 compliance, workforce management tools, event-driven API/SDK design, enterprise security standards (GDPR/HIPAA/PCI-DSS)
Technologies
SIP, RTP, WebRTC, VoIP, CPaaS, ACD, IVR, SDKs, Webhooks
Responsibilities
Define roadmap for carrier-agnostic voice platform; Architect and scale ACD capabilities (skills-based routing, queues, failover); Design softphone experiences and supervisor dashboards; Own HardPhone provisioning lifecycle (ZTP, firmware, inventory); Drive IVR and Voice AI evolution (workflow builders, transcription, agent assist); Build enterprise telephony capabilities (recording, conferencing, compliance); Define extensible Voice APIs and SDKs; Lead customer migration initiatives; Partner with Engineering, Security, and GTM teams; Monitor platform KPIs (SIP reliability, AHT, CSAT, etc.)
Seniority
Staff, strategic ownership & cross-functional leadership