remoteonsite
Staff Product Manager - HardPhone, SIP, and IVR - gohighlevel
Product Manager
We're looking for a Product Manager focused on defining product vision and driving roadmap execution. This lead role requires 8+ years of relevant experience.
About the role
- 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.
- 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.