Define and execute the vision for unified telephony across Office Phone and CCaaS, aligned with business goals and customer needs
Lead development of core capabilities, including SIP-based calling, IP PBX, extension dialing, call transfers (warm/cold), voicemail, and presence
Partner with engineering on Telephony architecture, call routing, carrier integrations, and scalability
Enable seamless call flows between contact center queues and direct office users (extension-based dialing)
Work closely with customers, sales, and support to identify gaps and drive product improvements
Support positioning, packaging, and pricing against UCaaS/CCaaS competitors
Define KPIs (call quality, latency, uptime) and continuously optimize product performance

6+ years of product management experience, with at least 5+ years focusing on UCaaS and CCaaS solutions in B2B SaaS or financial services
Strong understanding of IP PBX, VoIP, SIP, PSTN, cloud communications, and cloud contact center technologies.
Ability to work closely with engineering teams, understanding APIs, integrations, and cloud and PBX-based telecom architectures.
Proven experience in working with complex, scalable systems with Agile/Scrum methodologies and leading cross-functional teams.
Experience in gathering customer insights and translating them into impactful product features.
Strong ability to interpret data, track key metrics, and drive data-driven decisions.
Ability to clearly articulate product vision, strategy, and technical requirements to diverse audiences.
Experience with SIP trunking, FreeSWITCH/Asterisk, or carrier integrations
Knowledge of call routing systems (skill-based routing, queues)
Exposure to AI voice or conversational AI platforms
Familiarity with compliance standards for Telephony
Experience with AI-powered contact center solutions, omnichannel communication, workforce optimization (WFO), or workforce management (WFM) tools

Senior Product Manager – Telephony

Key skills