Senior Product Manager, Voice

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ASAPP

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

ASAPP is a company focused on enhancing contact center operations through the implementation of advanced generative AI technology. Their solutions include the GenerativeAgent™, which automates complex interactions and boosts productivity by providing real-time assistance to support agents. ASAPP offers tools for speech analytics, self-service insights, and quality management, aiming to improve customer service efficiency while reducing agent turnover. By leveraging artificial intelligence, ASAPP aims to transform customer experiences and agent empowerment in some of the world's largest contact centers, providing seamless integrations and scalable support that mimics top-tier human agents.

📋 Description

• Own a set of interconnected product areas that shape our voice pipeline and be accountable for their strategy, roadmap, and outcomes. • Own the voice pipeline — ASR, TTS, streaming, latency, evals, and the underlying model bets — and manage the roadmap of technology investments. • Define and execute the voice roadmap. Our customers are agentifying their customer experience and call center operations, and want voice solutions that deliver the best experience for both their customers and their call center operations. • Manage the commercial relationships with our third-party voice technology providers and partners, including build-versus-buy decisions as the vendor landscape shifts. • Work closely with our technical teams to ensure voice investments stay aligned with the underlying agentic platform. • Manage the telephony integrations — the conduit between our solution and customers’ CCaaS stacks. Triage inbound requests with a bias toward saying no cleanly; the framework is defined and the goal is disciplined execution, not proliferation. • Set strategy and own the roadmap — balancing active customer commitments, tech debt, and technology bets. • Work directly with customers and account teams to prioritize and sequence delivery. • Maintain ruthless prioritization: actively manage and prune the backlog; say no with clarity and evidence. • Establish metrics and telemetry for each building block of the voice pipeline as well as the end-to-end experience, so outcomes are measurable and decisions are data-driven.

🎯 Requirements

• 5+ years of product management experience in voice technologies, enterprise B2B SaaS, and native AI platforms. • Technical depth: Enough to engage credibly with engineers on voice system design and architecture — you are hands-on and comfortable producing working prototypes. • Voice stack fluency: Strong understanding of ASR, TTS, speech-to-speech, streaming, latency, endpointing, barge-in, turn-taking, and noise handling. • Telephony fluency: Familiarity with telephony and contact-center infrastructure such as SIP, call transfers, Amazon Connect, Genesys, Twilio, or similar platforms. • Demonstrated ability to own a complex, multi-surface product area with minimal oversight. • Experience working directly with enterprise customers and delivery teams to translate pain into a prioritized roadmap. • Comfortable operating in ambiguity and driving to clarity — you can structure an undefined problem before engineering has to. • Track record of shipping: you have owned features from discovery through delivery, including the parts that are not exciting.

🏖️ Benefits

• Competitive compensation • Stock options • Healthcare for the family group • Mac equipment • USD 150 per month in flexible benefits • 3 weeks of vacation • English lessons