Principal Product Manager (Voice Platform)

Redefine the future of customer experiences. One conversation at a time.At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation.Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are.If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong.Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.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 experiences—transforming 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 OwnershipDefine the long-term product strategy and positioning for Voice capabilities (UCaaS and CCaaS), aligned with AI-first differentiation and competitive market valueDeeply understand user needs across contact center operations, IT leaders, developers, and end-users; incorporate voice-of-customer and competitive insights in every decisionPartner with Finance and Sales to inform packaging, pricing, and monetization decisions for voice features (stand-alone vs. bundled) using data-driven insights Execution & DeliveryTranslate 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 supportNatural Language Processing (NLP): Intent detection, sentiment analysis, entity extraction, and conversation voice understandingVoice AI & Automation: Conversational IVR/IVA, AI agents for self-service, voice bots with LLM integrationReal-Time Voice Analytics: Call monitoring, keyword tracking, compliance detection, and live agent assistanceVoice Infrastructure: SIP trunking, call routing, voice quality optimization, codec support, and telecom carrier integrationsUCaaS/CCaaS Features: Click-to-call, voicemail-to-text, call recording, conference bridging, call transfer, and omnichannel voice integrationCollaborate closely with Engineering, Design, Data Science, and GTM teams to deliver high-impact releases; establish clear metrics that link customer outcomes to business goalsDrive continuous iteration post-launch through telemetry, experimentation, A/B testing, and customer feedback Cross-Functional ImpactAct as a connector across Product, Design, Data Science, Engineering, and GTM to ensure cohesive delivery and alignment on visionChampion a culture of experimentation, learning, and accountability across teamsInfluence senior stakeholders through crisp storytelling and data-backed recommendations; translate technical voice capabilities into compelling business value Technical & Domain ExpertiseDemonstrate deep understanding of:Voice Technologies: VoIP protocols (SIP, RTP, WebRTC), telephony systems, PBX/softswitch architectures, audio codecsAI/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 modelsContact 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 technologiesWork with ISVs, technology partners, and telecom carriers to expand voice capabilities and ecosystem integrationsQualificationsRequired Experience & Skills 8+ years in SaaS Product Management, including 4+ years leading enterprise-grade contact center, UCaaS, or voice communication productsProven success transforming embedded voice capabilities into revenue-generating, standalone experiences that drive customer adoption and satisfactionDeep technical expertise in:Voice communication protocols; telephony device and systemsNLP, speech recognition, and conversational Voice technologiesContact center voice infrastructure (IVR, ACD, call routing)Real-time transcription and voice analyticsTrack record of developing and executing successful product launches in competitive voice/CCaaS markets with a CX-first approachStrong analytical, problem-solving, and decision-making skills with data-driven approach to prioritizationExperience managing beta programs, user feedback loops, and conducting A/B testing for voice featuresExcellent collaboration skills with ability to motivate product development teams, work effectively across functions, and lead through influence in global environmentsPreferred QualificationsBachelor's degree in Computer Science, Engineering, or related technical field; MBA or similar advanced degree is a plusExperience with AI concepts including NLU (Natural Language Understanding), ML model training, LLM integration, and RAG architecturesFamiliarity with voice analytics, compliance requirements (PCI-DSS, HIPAA for voice), and quality standardsUnderstanding of Centrex features, hosted PBX, SIP trunking, and carrier integrationsPrior experience as a software engineer, technical lead, or solutions architect before transitioning to product managementKnowledge of developer platforms and APIs for voice (Twilio, Vonage, RingCentral APIs)Personal AttributesProven affinity for inserting user experience first in the product design approach, especially for voice interactionsAbility to demonstrate deep understanding of the Conversational AI (Voice/Chatbot) landscape, LLM technology, ecosystem, and evolutionEmbrace a hands-on approach, capable of navigating from high-level strategic vision to detailed executionBecome the reference for competitive intelligence on voice offerings in the marketChampion for voice product throughout each product's lifecycle, from strategic definition to technical design to market launchWhat Success Looks Like In 12 MonthsVision & 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 UsLead the transformation of voice communications through cutting-edge AI technologyWork with a talented, cross-functional team passionate about building world-class CX solutionsShape the future of how millions of agents and customers interact through voiceHigh visibility role with direct impact on company strategy and revenueCompetitive compensation, equity, and benefits packageNextiva DNA (Core Competencies)Nextiva’s 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 RewardsOur 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 candidate's 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 500,000 INR, as well as their parents or in-laws for up to 300,000 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 OnlySum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000Free Cover Limit - 1.5 CroreWork-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 holidaysFinancial Security💰 - Provident Fund & GratuityWellness 🤸‍ - Employee Assistance Program and comprehensive wellness initiativesGrowth 🌱 - Access to ongoing learning and development opportunities and career advancementAt Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.Want to see what life at Nextiva is all about? Connect with us on Instagram, Instagram MX, YouTube, LinkedIn, and the Nextiva Blog.