Role Overview

For 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.

Most 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. HighLevels Voice AI product is designed to change that.

Voice 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.

We 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.

This 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 key products in the HighLevel ecosystem.

Key Responsibilities

- Define and drive the long-term vision, strategy, roadmap, and platform architecture for HighLevel Voice AI.
- Own 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.
- Establish 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.
- Develop 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.
- Personally review real call recordings, transcripts, latency traces, action logs, failed calls, support tickets, customer configurations, implementation challenges, and measurable business outcomes.
- Translate ambiguous customer and platform problems into strategic choices, product requirements, system models, phased roadmaps, quality standards, and measurable success criteria.
- Partner 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.
- Partner 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.
- Establish a scalable evaluation and release framework for model, prompt, voice, retrieval, action, routing, and infrastructure changes.




- Define production service expectations across call-answer rates, connection success, response latency, audio quality, uptime, action reliability, transfer reliability, and graceful degradation.
- Partner with Design to simplify agent creation, voice selection, prompt configuration, testing, deployment, debugging, analytics, optimisation, and reuse.
- Make Prompt Evaluator, Edit with AI, Prompt Optimiser, Web Call testing, phone testing, and production logs part of a coherent agent-quality workflow.
- Improve integrations between Voice AI and Contacts, Conversations, Calendars, Workflows, Opportunities, Knowledge Base, Payments, Custom Fields, Custom Objects, Phone System, and Reporting.
- Define the architecture and customer experience for multi-agent transfers, human transfers, context handoffs, specialist reuse, fallback behaviour, and merged post-call outputs.
- Develop 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.
- Define 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.
- Define operational metrics for inbound and outbound Voice AI, distinguishing between dialling, connection, conversation, qualification, execution, transfer, and business-outcome success.
- Partner with Legal, Compliance, Trust, and Security on consent, disclosures, voice cloning, recording, data processing, retention, outbound calling, sensitive information, fraud, abuse, and platform safeguards.

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Principal Product Manager - Voice AI (India)
🏢 HighLevel
📍 India