Technical Project manager
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Location:
Houston, TX (Onsite) C2C or W2
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, SBCs, 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, SBCs, 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.
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