Principal Product Manager (Voice Platform)

Were 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. Youll 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. Youll shape the vision align cross-functional teams and deliver a roadmap that drives measurable business impact.

Key Responsibilities:

1. 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

2. 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

3. 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

4. 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

• Bachelors 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 products lifecycle from strategic definition to technical design to market launch

What Success Looks Like in 12 Months

• Vision & Roadmap: A clear two-year vision and KPI-driven roadmap influencing cross-product alignment
• Customer Impact: Delivery of new AI-assisted QM/WFM capabilities adopted by at least three flagship customers with >70% engagement
• Commercial Influence: Measurable attach rates and incremental ARR growth in key regions (North America EU APAC)
• Operational Excellence: Instrumentation provides real-time insights into adoption feature performance and churn drivers
• Cross-Functional Collaboration: Strong partnerships across Product Engineering and GTM driving faster iteration and impact

Why Join Us

• Lead the transformation of voice communications through cutting-edge AI technology
• Work with a talented cross-functional team passionate about building world-class CX solutions
• Shape the future of how millions of agents and customers interact through voice
• High visibility role with direct impact on company strategy and revenue
• Competitive compensation equity and benefits package

Nextiva DNA (Core Competencies)

Nextivas most successful team members share common traits and behaviors:

• Drives Results:Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations challenge the status quo and ask what can be done differently. They lead and drive change celebrating success to build more success.
• Critical Thinker: Understands the why and identifies key drivers learning from the past. They are fact-based and data-driven forward-thinking and see problems a few steps ahead. They provide options recommendations and actions understanding risks and dependencies.
• Right Attitude: They are team-oriented collaborative competitive and hate losing. They are resilient able to bounce back from setbacks zoom in and out and get in the trenches to help solve important problems. They cultivate a culture of service learning support and respect caring for customers and teams.

Total Rewards

Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best in and out of the office.

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary and/or hourly wages incentives or bonuses.

• Medical - Medical insurance coverage is available for employees their spouse and up to two dependent children with a limit of 500000 INR as well as their parents or in-laws for up to 300000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit providing peace of mind and security in times of medical necessity.
• Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent visible & external means.
  • Coverage Type - Employee Only
  • Sum Insured - 3 times of annual CTC with minimum cap of INR
  • Free Cover Limit - 1.5 Crore
• Work-Life Balance - 15 days of Privilege leaves per calendar year 6 days of Paid Sick leave per calendar year 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves 1 week of Paternity leave a day off on your Birthday and paid holidays
• Financial Security - Provident Fund & Gratuity
• Wellness - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!

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