{"id":3290523,"url":"https://alion.io/job/highlevel-principal-product-manager-voice-ai-2","title":"Principal Product Manager - Voice AI","company":{"id":3882884,"name":"HighLevel","domain":"highlevel.co","url":"https://alion.io/company/highlevel-3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":131000,"max_usd":276000,"period":"year","method":"global_role_seniority_cell","sample_n":1783},"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Function Calling","optional":false},{"name":"LLM","optional":false},{"name":"RAG","optional":false},{"name":"Speech Recognition","optional":false},{"name":"Text-to-Speech","optional":false},{"name":"Twilio","optional":false},{"name":"Voice Agents","optional":false},{"name":"Anthropic","optional":true},{"name":"Deepgram","optional":true},{"name":"ElevenLabs","optional":true},{"name":"Model Context Protocol","optional":true},{"name":"OpenAI","optional":true},{"name":"WebRTC","optional":true}],"status":"live","first_seen_at":"2026-10-16T16:54:46Z","employer_posted_date":null,"last_verified_at":"2026-10-16T16:54:46Z","board_verified":false,"closed_at":null,"days_open":20,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":20},"description":"About us\nHighLevel 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.\n\nOur people\nWith 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.\n\nOur impact\nEvery 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.\nWe’re proud to be a part of that.Learn more about us on our YouTube Channel or Blog Posts\nRole Overview\nFor most SMBs, the phone remains one of the highest-intent customer channels. A call may represent a new lead, an urgent service request, a customer trying to book an appointment, a patient looking for help, a buyer asking a final question, or an existing customer who needs immediate support. When the call goes unanswered, the opportunity is often lost.\n\nMost SMBs cannot staff every phone line, department, location, and language around the clock. Traditional IVRs frustrate callers, outsourced answering services lack business context, and human teams spend significant time handling repetitive conversations. HighLevel's Voice AI product is designed to change that.\n\nVoice AI enables businesses to deploy intelligent phone agents that can answer inbound calls, initiate outbound calls, understand caller intent, hold natural conversations, answer questions from business knowledge, qualify leads, collect structured information, book appointments, trigger workflows, interact with external systems, route callers between specialised AI agents, transfer calls to humans, and complete follow-up actions.\n\nWe are hiring a Principal Product Manager to define and lead the next generation of this platform. This person will own the long-term product strategy, architecture, quality bar, evaluation system, commercial model, and operating metrics required to make Voice AI dependable across millions of real-world phone conversations.\n\nThis is not a prompt-management or chatbot-feature role. It is a senior individual-contributor product leadership role requiring deep systems thinking across AI, voice, telephony, automation, CRM, reliability, compliance, and business outcomes. You will influence multiple product and engineering teams, make platform-level trade-offs, and establish Voice AI as one of the most trusted and commercially important products in the HighLevel ecosystem.\n\nKey Responsibilities\n\nDefine and drive the long-term vision, strategy, roadmap, and platform architecture for HighLevel Voice AI.\n\nOwn the complete Voice AI lifecycle, including agent creation, prompts, system instructions, voice and model selection, knowledge, actions, testing, deployment, phone routing, inbound and outbound calling, transfers, analytics, permissions, APIs, billing, and optimisation.\n\nEstablish the product principles that determine when a Voice AI agent should answer, ask a clarifying question, retrieve knowledge, take an action, transfer to another agent, transfer to a human, schedule follow-up, or end the call.\n\nDevelop a deep understanding of agencies, SMBs, franchises, multi-location businesses, and call-intensive industries such as home services, healthcare and wellness, legal, real estate, automotive, insurance, financial services, fitness, hospitality, and professional services.\n\nPersonally review real call recordings, transcripts, latency traces, action logs, failed calls, support tickets, customer configurations, implementation challenges, and measurable business outcomes.\n\nTranslate ambiguous customer and platform problems into strategic choices, product requirements, system models, phased roadmaps, quality standards, and measurable success criteria.\n\nPartner closely with engineering and AI leadership on streaming architecture, speech-to-text, text-to-speech, voice activity detection, turn detection, interruption handling, LLM orchestration, tool invocation, context management, retrieval, caching, latency, reliability, model selection, and cost.\n\nPartner closely with Phone System and infrastructure teams on call routing, number provisioning, carrier integrations, Twilio and LC Phone behaviour, recording, transfers, forwarding, voicemail, call status, and telephony failure modes.\n\nEstablish a scalable evaluation and release framework for model, prompt, voice, retrieval, action, routing, and infrastructure changes.\n\nDefine production service expectations across call-answer rates, connection success, response latency, audio quality, uptime, action reliability, transfer reliability, and graceful degradation.\n\nPartner with Design to simplify agent creation, voice selection, prompt configuration, testing, deployment, debugging, analytics, optimisation, and reuse.\n\nMake Prompt Evaluator, Edit with AI, Prompt Optimiser, Web Call testing, phone testing, and production logs part of a coherent agent-quality workflow.\n\nImprove integrations between Voice AI and Contacts, Conversations, Calendars, Workflows, Opportunities, Knowledge Base, Payments, Custom Fields, Custom Objects, Phone System, and Reporting.\n\nDefine the architecture and customer experience for multi-agent transfers, human transfers, context handoffs, specialist reuse, fallback behaviour, and merged post-call outputs.\n\nDevelop observability and debugging experiences that expose call state, latency, transcripts, retrieved knowledge, model behaviour, tool calls, parameter extraction, action responses, transfers, carrier errors, and execution timelines.\n\nDefine instrumentation across the full funnel, including agent creation, configuration completion, first test, first successful test, number assignment, first live call, first successful action, sustained usage, business outcomes, retention, and expansion.\n\nDefine operational metrics for inbound and outbound Voice AI, distinguishing between dialling, connection, conversation, qualification, execution, transfer, and business-outcome success.\n\nPartner with Legal, Compliance, Trust, and Security on consent, disclosures, voice cloning, recording, data processing, retention, outbound calling, sensitive information, fraud, abuse, and platform safeguards.\n\nPartner with Product Marketing on positioning, use cases, competitive differentiation, customer education, vertical templates, launches, and agency enablement.\n\nPartner with Support, Implementation, Account Management, Trial Experience, Affiliates, and agency-facing teams to reduce setup friction, improve deployment quality, and lower support burden.\n\nPartner with Finance and Revenue Experience on pricing, included usage, overages, agency rebilling, model costs, telephony costs, gross margin, budget protection, and sustainable commercial limits.\n\nDrive strategy across the broader AI Employee portfolio so Voice AI works coherently with Conversation AI, Knowledge Base, Agent Studio, Ask AI, Workflows, Calendars, and future AI-agent capabilities.\n\nEvaluate external models, voice providers, telephony vendors, infrastructure components, and potential strategic partnerships.\n\nAct as a senior product thought partner to Product, Engineering, Design, Data, GTM, Finance, Legal, and executive leadership.\n\nMentor PMs and raise the quality of product strategy, AI evaluation, systems thinking, and decision-making across the organisation without relying on formal authority.\n\nIdeal Candidate Profile\n\n12+ years of product management experience owning complex B2B SaaS, Voice AI, conversational AI, communications, contact-centre, telephony, CRM, workflow-automation, or AI-agent products. Scope and demonstrated outcomes matter more than a precise number of years.\n\nPrior experience operating as a Principal PM, Staff PM, Lead PM, product founder, or equivalent senior individual contributor responsible for a business-critical product or platform.\n\nEvidence of defining strategy across multiple teams and delivering sustained customer and commercial outcomes — not only shipping individual features.\n\nExperience building or operating production AI-agent systems that interact with real customers and take actions inside business workflows.\n\nStrong understanding of the difference between an impressive voice demonstration and a reliable production calling product.\n\nTechnical fluency across several of the following:\n\n○ Speech-to-text and automatic speech recognition\n\n○ Text-to-speech and voice models\n○ Streaming audio\n○ Voice activity and end-of-turn detection\n\n○ Barge-in and interruption handling\n○ Noise and echo cancellation\n○ LLM orchestration and function calling\n\n○ Context management and RAG/knowledge retrieval\n\n○ APIs and webhooks\n○ Telephony, PSTN, SIP, or carrier infrastructure\n\n○ Latency, reliability, observability, and cost\n\nStrong judgment around AI evaluation — able to define how voice agents should be tested, scored, monitored, debugged, and improved in production.\n\nStrong systems thinking — able to connect phone infrastructure, AI models, voices, prompts, CRM data, calendars, workflows, actions, permissions, reporting, compliance, and billing into a coherent product.\n\nExperience simplifying technically sophisticated systems for non-technical customers.\n\nExperience working with multi-tenant SaaS and the operational requirements of agencies, franchises, resellers, or multi-location businesses.\n\nStrong customer instincts and willingness to inspect recordings, transcripts, traces, failed calls, implementation issues, and support data personally.\n\nCommercial judgment across activation, retention, packaging, usage-based pricing, provider cost, telephony cost, gross margin, and partner economics.\n\nAbility to make difficult trade-offs between caller experience, latency, accuracy, reliability, extensibility, compliance, and cost.\n\nAbility to influence senior stakeholders and multiple teams without relying on direct reporting authority.\n\nExcellent written communication — able to produce clear strategy documents, product requirements, system models, evaluation plans, architectural decisions, executive updates, and launch narratives.\n\nHigh ownership, intellectual honesty, and execution velocity in a remote-first, high-context environment.\n\nBonus Points For\n\nExperience building production voice agents, contact-centre AI, automated receptionists, sales dialers, or customer-service voice automation.\n\nExperience with voice and AI platforms such as Twilio, ElevenLabs, Cartesia, Deepgram, Google, OpenAI, Anthropic, Amazon Connect, Genesys, Five9, Dialpad, RingCentral, or similar technologies.\n\nExperience with PSTN, SIP, WebRTC, IVR, call routing, caller identification, number provisioning, recording, voicemail detection, and carrier failure modes.\n\nExperience building real-time systems with strict latency and availability requirements.\n\nExperience designing agent tools, function calling, MCP integrations, workflow actions, or external API execution.\n\nExperience b...","description_format":"text","description_chars":15036,"description_truncated":true,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","CRM Software","Marketing Automation"],"lifecycle":[{"event":"open","at":"2026-10-26T19:11:04Z"}],"visa":[],"liveness":{"score":65,"band":"ok","label":"Likely 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