Principal Product Manager (Voice Platform)

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

Requirements

• Required Experience & Skills
• 8+ years in SaaS Product Management , including 4+ years leading enterprise-g

Benefits

Additional Information

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. Location: This is an onsite role based at Nextiva's Bengaluru office (Wilshire III by MFAR, 492, Hobli, RHB Colony, Mahadevapura, Bengaluru, Karnataka 560048). Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity. In-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment. 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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at nextiva? Share your experience