Staff Product Manager - HardPhone, SIP, and IVR

About usHighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently. Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

Our peopleWith over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our impactEvery month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact.

We’re proud to be a part of that.Learn more about us on our YouTube Channel or Blog Posts

Role Overview:As the Staff Product Manager for HardPhones, SIP, IVR, and Call Center, you will own the strategy, execution, and architectural evolution of HighLevel's enterprise voice and contact center infrastructure. You will lead the products and platforms that power SIP communications, physical IP phones, IVR experiences, voice routing, our multi-provider communications middleware, and native Call Center (CCaaS) features.

You will define the roadmap for building a carrier-agnostic voice platform that enables reliable, scalable, and intelligent voice communications across multiple CPaaS providers. Crucially, this scope extends into Contact Center as a Service (CCaaS). You will architect and scale our native Call Center features, developing sophisticated routing logic, agent workspaces, and queue management systems.

This role sits at the intersection of communications infrastructure, telecom engineering, voice automation, contact center operations, and platform scale. You will partner closely with Engineering, Operations, Product, Support, and external communication providers to build the next generation of HighLevel's voice platform.

Core KPIs:

• Voice Platform Reliability – SIP session success rate, call completion rate, provider failover success.
• Call Center Efficiency – Queue Abandonment Rate, Average Handle Time (AHT), Agent Utilization.
• HardPhone Provisioning – Device onboarding success rate, provisioning time, firmware deployment success.
• IVR Performance – IVR containment rate, workflow completion, conversational AI adoption.
• Routing Efficiency – Least-cost routing optimization, latency reduction, provider utilization.

Why Join HighLevel?At HighLevel, we foster an exciting and dynamic work environment driven by a passionate team. We believe in a collective responsibility where no task is considered someone else's job. Our unwavering focus is on providing value to our users, and we achieve this by delivering solutions swiftly through lean principles, allowing us to bring products to market in a matter of weeks rather than quarters. Every good idea is put to the test, ensuring that we maintain a high standard of innovation. We prioritise the well-being of our team, recognizing that by taking care of them, they can better serve our users. We embrace the concept of continuous and iterative improvement, understanding that progress is an ongoing journey. We are also a well funded & profitable company. Join us at High Level, and you will have the opportunity to learn the intricacies of scaling a B2B SaaS startup and develop impactful products that cater to the needs of our customers.

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Originally posted on Himalayas