Title: Technical Project Manager
Location: Houston, TX (Onsite)
Key Responsibilities
Understand requirements for inbound/outbound calling, IVR, ACD, skills-based routing, call queues, transfers, conferencing, voicemail, and call recording.
Partner with engineering and telecom teams on SIP, SIP trunking, PSTN, WebRTC, Clients, carrier integrations, and voice infrastructure.
Drive integrations with CRM, workforce management, customer-data platforms, authentication, and third-party CCaaS systems.
Define APIs, technical requirements, data flows, and system integrations.
Improve voice quality, reliability, scalability, call setup time, and latency.
Partner with AI/ML teams on voice bots, conversational AI, agent assist, speech recognition, and text-to-speech capabilities.
Establish product metrics and operational KPIs, including containment, transfer rate*** call completion, latency, MOS/voice quality, uptime, and customer satisfaction.
Lead cross-functional execution across engineering, architecture, telecom/carrier operations, security, legal, compliance, and customer-facing teams.
Drive platform modernization and migration from legacy contact-center infrastructure where applicable.
Required Qualifications
10+ years of product management or technical product management experience, preferably in contact center, telephony, communications, SaaS, or enterprise platforms.
Strong understanding of SIP, RTP, PSTN, IVR, ACD, call routing, DTMF, codecs, Clients, and telephony architectures.
Experience with contact-center platforms such as Genesys, NICE, Amazon Connect, Cisco, Five9, Twilio, or similar technologies.
Experience defining APIs and integrating telephony with enterprise applications/CRM systems.
Strong understanding of cloud architectures and distributed systems.
Ability to work effectively with engineers and communicate technical concepts to executive and non-technical stakeholders.
Experience with Agile product development, road mapping, prioritization, and delivery.
Preferred Qualifications:
Experience with voice AI, LLMs, conversational AI, ASR, TTS, and real-time voice agents.
Knowledge of telecom regulatory and compliance requirements such as TCPA, STIR/SHAKEN, PCI, and recording/privacy regulations.
Experience with cloud providers such as AWS, Azure, or GCP.
Experience operating high-volume, globally distributed voice systems.