We're looking for a strategic, hands-on Principal Product Manager to lead the vision and execution for our next-generation Voice capabilities within our CX platform.

You'll build and evolve cutting-edge, AI-powered voice experiencestransforming traditional voice interactions into intelligent, automated conversations that enhance agent productivity, customer satisfaction, and operational efficiency through advanced NLP, real-time transcription, and voice AI.

You'll shape the vision, align cross-functional teams, and deliver a roadmap that drives measurable business impact.

Key Responsibilities :

Strategic Ownership:

- Define the long-term product strategy and positioning for Voice capabilities (UCaaS and CCaaS), aligned with AI-first differentiation and competitive market value

- Deeply understand user needs across contact center operations, IT leaders, developers, and end-users; incorporate voice-of-customer and competitive insights in every decision

- Partner with Finance and Sales to inform packaging, pricing, and monetization decisions for voice features (stand-alone vs. bundled) using data-driven insights

Execution & Delivery:

- Translate strategy into a data-informed roadmap; prioritize features such as :

- AI-Powered Transcription : Real-time speech-to-text with speaker diarization, punctuation, vertical specific grammars and multi-language support

- Natural Language Processing (NLP) : Intent detection, sentiment analysis, entity extraction, and conversation voice understanding

- Voice AI & Automation : Conversational IVR/IVA, AI agents for self-service, voice bots with LLM integration

- Real-Time Voice Analytics : Call monitoring, keyword tracking, compliance detection, and live agent assistance

- Voice Infrastructure : SIP trunking, call routing, voice quality optimization, codec support, and telecom carrier integrations

- UCaaS/CCaaS Features : Click-to-call, voicemail-to-text, call recording, conference bridging, call transfer, and omnichannel voice integration

- Collaborate closely with Engineering, Design, Data Science, and GTM teams to deliver high-impact releases; establish clear metrics that link customer outcomes to business goals

- Drive continuous iteration post-launch through telemetry, experimentation, A/B testing, and customer feedback

Cross-Functional Impact

- Act as a connector across Product, Design, Data Science, Engineering, and GTM to ensure cohesive delivery and alignment on vision

- Champion a culture of experimentation, learning, and accountability across teams

- Influence senior stakeholders through crisp storytelling and data-backed recommendations; translate technical voice capabilities into compelling business value

Technical & Domain Expertise

Demonstrate deep understanding of :

- Voice Technologies : VoIP protocols (SIP, RTP, WebRTC), telephony systems, PBX/softswitch architectures, audio codecs

- AI/ML for Voice : NLP, ASR (Automatic Speech Recognition), TTS (Text-to-Speech), LLMs, RAG (Retrieval Augmented Generation)

- Transcription & Speech Analytics : Real-time transcription engines, speaker identification, acoustic modeling, language models

- Contact Center Voice : ACD (Automatic Call Distribution), IVR/IVA systems, call routing strategies, CTI (Computer Telephony Integration)

- UCaaS Platforms : Unified communications features, presence, soft phones, mobile/desktop clients, and hardware devices.

- Stay current on competitive landscape (NICE, RingCentral, Dialpad, Five9, Genesys, Twilio) and emerging voice AI technologies

- Work with ISVs, technology partners, and telecom carriers to expand voice capabilities and ecosystem integrations

Qualifications :

Required Experience & Skills :

- 8+ years in SaaS Product Management, including 4+ years leading enterprise-grade contact center, UCaaS, or voice communication products

- Proven success transforming embedded voice capabilities into revenue-generating, standalone experiences that drive customer adoption and satisfaction

Deep technical expertise in :

- Voice communication protocols; telephony device and systems

- NLP, speech recognition, and conversational Voice technologies

- Contact center voice infrastructure (IVR, ACD, call routing)

- Real-time transcription and voice analytics

- Track record of developing and executing successful product launches in competitive voice/CCaaS markets with a CX-first approach

- Strong analytical, problem-solving, and decision-making skills with data-driven approach to prioritization

- Experience managing beta programs, user feedback loops, and conducting A/B testing for voice features

- Excellent collaboration skills with ability to motivate product development teams, work effectively across functions, and lead through influence in global environments

Preferred Qualifications :

- Bachelor's degree in Computer Science, Engineering, or related technical field; MBA or similar advanced degree is a plus

- Experience with AI concepts including NLU (Natural Language Understanding), ML model training, LLM integration, and RAG architectures

- Familiarity with voice analytics, compliance requirements (PCI-DSS, HIPAA for voice), and quality standards

- Understanding of Centrex features, hosted PBX, SIP trunking, and carrier integrations

- Prior experience as a software engineer, technical lead, or solutions architect before transitioning to product management

- Knowledge of developer platforms and APIs for voice (Twilio, Vonage, RingCentral APIs)

Personal Attributes :

- Proven affinity for inserting user experience first in the product design approach, especially for voice interactions

- Ability to demonstrate deep understanding of the Conversational AI (Voice/Chatbot) landscape, LLM technology, ecosystem, and evolution

- Embrace a hands-on approach, capable of navigating from high-level strategic vision to detailed execution

- Become the reference for competitive intelligence on voice offerings in the market

- Champion for voice product throughout each product's lifecycle, from strategic definition to technical design to market launch