Staff Product Manager – HardPhone, SIP, IVR

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

☁️ SaaS

📣 Marketing

🤝 B2B

💰 Series A on 2021-11

SaaS • Marketing • B2B

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• 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.

🎯 Requirements

• 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. • 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 (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 strategy. • Demonstrated ability to define long-term platform strategy, influence executive stakeholders, and lead 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 complex technical concepts for diverse audiences.

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities