Product Manager – Telephony & Voice

🕒 August 13

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

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Spok

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1986

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Spok is a company specializing in clinical communication solutions for healthcare providers. It offers a secure platform designed to automate clinical workflows, including patient alerts, clinician consults, code calls, and test results. Spok helps healthcare institutions improve communication efficiency and quality by providing secure HIPAA-compliant messaging, real-time on-call scheduling, and a centralized enterprise directory. With services like Spok Care Connect and Spok Mobile, the company aims to enhance patient outcomes by eliminating communication gaps in healthcare systems. Trusted by over 2,200 hospitals, Spok is committed to transforming how healthcare communicates by providing reliable and efficient communication solutions that have been refined over more than 30 years of operation.

📋 Description

• Define and own the multi-year telephony and voice product strategy, including PBX interoperability, call routing, voice quality/reliability, and call-control architecture • Determine where Spok should not pursue partnerships or technology integrations based on market, customer, and enterprise strategy • Develop expertise in Spok CTI and Operator Contact Center differentiation and collaborate with marketing on thought leadership • Prioritize release schedules and roadmaps for telephony platforms and protocols • Build business cases covering market sizing, competitive positioning, pricing strategy, and expected outcomes • Track PBX, UCaaS, CCaaS, and cloud voice trends and translate them into roadmap and build-vs-partner-vs-buy decisions • Serve as the internal telephony and voice expert for leadership, sales, and delivery teams • Partner with Platform Product Managers on CTI/telephony epics, stories, and the PDLC • Engage with clients at senior and working-team levels regarding customer experience • Identify and apply relevant AI capabilities from partners and the Spok platform • Define and document roadmap and backlog priorities using Confluence, Jira, and related tools • Own CTI and call-control integration requirements across major telephony platforms and protocols • Collaborate with technical product managers and engineering on CTI middleware, call-control interfaces, presence, and event handling • Balance integration depth with maintainability across diverse customer telephony environments • Ensure integrations meet reliability and availability expectations for mission-critical hospital environments • Define and own the telephony partner strategy and integration priorities • Build relationships with partner product and engineering teams, align roadmaps, resolve issues, and unlock capabilities • Evaluate UCaaS and CCaaS partnerships and make build-vs-partner recommendations to leadership • Represent Spok in technical planning, certification programs, and co-development efforts • Support Operator Console and contact center workflows, including screen pop, call handling, routing, directory tie-ins, and call logging • Provide telephony and CTI input for high-volume, high-stakes operator workflows • Partner with marketing, sales engineering, professional services, support, and enablement teams to position capabilities and support sales • Conduct sales, services, and support training for releases • Gather and act on field deployment feedback to improve the product

🎯 Requirements

• Bachelor degree • 3–5 years in product management, with material experience driving telephony, PBX, UC, or voice infrastructure products • Strong, hands-on understanding of telephony technology, PBX/SIP concepts, call control, routing, and CTI/call-control APIs (SIP, CSTA, TAPI/TSAPI) • Working knowledge of the UCaaS and CCaaS market, key players, platform strategies, and competitive dynamics • Experience working in partnerships and leading bilateral planning with partners and prospective partners • Proven understanding and technical acumen working closely with engineering on integration architecture and third-party telephony APIs • Demonstrated ability to define and drive a technical or middleware strategy and roadmap • Excellent written and verbal communication; able to move between deep technical detail and executive-level strategy • Hands-on Jira/Confluence daily management • Ability to deliver periodic team- and executive-level presentations and data

🏖️ Benefits

• Incentive eligible • Flexible work arrangements supporting work-life balance • Health, pharmacy, vision, and dental care plans • Health savings account option • Wellness benefits • Financial wellness benefits • Retirement benefits • Family support benefits • Continuing education • Time off benefits • Learning and development opportunities