Staff Product Manager, Voice & Telephony

Role overview

Set the product direction for the voice and telephony platform behind phone and contact center experiences. This senior individual contributor role spans platform strategy, technical tradeoffs, reliability, enterprise routing, and customer workflows. It calls for close partnership with several engineering teams and peers in product, design, telecom, legal, security, support, and go-to-market functions.

Responsibilities

- Own a multi-quarter roadmap, balancing customer needs, reliability risks, enterprise requirements, and commitments. - Guide carrier and hosted voice provider decisions, weighing quality, cost, resilience, and operational risk. - Define shared concepts for calls, transfers, participants, and voice agent sessions so reporting, APIs, and AI features use consistent data. - Shape number ownership and routing for organizations with multiple locations, including location attribution. - Set availability and call quality targets with engineering; use performance data, customer feedback, and incident reviews to prioritize improvements. - Incorporate caller ID verification, calling and recording consent, and emergency calling into product plans, with staged rollout and rollback strategies. - Validate workflows with agents, supervisors, administrators, and operators; guide launches, migrations, adoption, and iteration.

Requirements

- Substantial product management experience, including direct ownership of a voice or contact center product from strategy through delivery across multiple teams. - Working knowledge of SIP, media streams, codecs, carriers, and phone numbers, with the ability to reason through signaling and audio issues alongside engineers. - Familiarity with contact center workflows such as queues, routing, agent status, transfers, and recording. - Understanding of relevant telephony requirements, including caller ID verification, consent, and emergency calling. - Strong roadmap judgment and ability to explain priorities, dependencies, and tradeoffs. - Experience creating strategy or architecture documents and aligning teams through influence.

Benefits and work setup

- Flexible time off, learning and leadership development, and recognition programs. - Health coverage, savings plans, retirement matching, and family support benefits are described in the source listing. - Compensation varies by location; the listing describes a base salary range, annual bonus, and equity.