Senior Product Manager, Voice AI Agents
Zendesk
VoIP
Carrier Operations Manager
Convoso
full-time
Posted on:
Origin: • 🇺🇸 United States • Alabama, Arizona, California, Colorado
Visit company websiteSalary
💰 $130,000 - $150,000 per year
Job Level
Mid-LevelSenior
Tech Stack
VoIP
About the role
- Manage and mentor the Carrier Operations team, setting goals, providing coaching, and fostering a culture of accountability and continuous improvement
- Build and maintain relationships with telecom carriers, negotiate contracts, manage SLAs, and ensure cost-effective, high-quality service
- Oversee call routing strategies, carrier selection, and load balancing to maximize call completion rates, reduce costs, and improve customer experience
- Ensure outbound calling activities comply with FCC, TCPA, STIR/SHAKEN, and other telecom regulations in partnership with the head of compliance
- Implement monitoring tools, dashboards, and escalation processes to quickly identify and resolve call quality, routing, or carrier issues
- Partner with Engineering, Product, Compliance and Customer Success teams to support product initiatives and customer needs that rely on outbound calling
- Provide regular reporting on carrier performance KPIs, costs, and call quality metrics to leadership and identify trends and improvements
- Drive initiatives to scale outbound calling infrastructure, evaluate new carriers and technologies, and explore innovations such as AI-powered call routing
- Act as the primary escalation point for carrier-related issues impacting call performance and ensure quick resolution to maintain service continuity
- Evaluate and onboard new carriers and partner with accounting to validate accuracy of carrier bills and enforce financial controls
- Work with Compliance team to respond to external regulatory agency inquiries and develop policies and audits to maintain legal and contractual obligations
- Define and track KPIs for individual and team performance, using data and analytics to drive accountability and continuous improvement
Requirements
- 5+ years of experience in carrier management teams, telecom operations, or voice infrastructure in a SaaS, CPaaS, or telecom company
- 2+ years of people management experience leading technical or operational teams
- Leadership experience in managing and scaling carrier relations teams while ensuring cross functional collaboration with technical, compliance, and customer success teams
- Proven experience in telecommunications, carrier management, or vendor relations within an outbound contact center, CCaaS, or VoIP environment
- Strong understanding of the challenges and requirements of managing telco carriers for large scale outbound contact centers, with expertise in: SIP (Session Initiation Protocol); Least Cost Routing (LCR); SBCs (Session Border Controllers); SIP Trunking; Call Detail Records (CDR) Analysis; ASR (Answer-Seizure Ratio) and ACD (Average Call Duration) Metrics; Codec Optimization (e.g., G.711, G.729); Egress/Ingress Routing and Packet Loss Compensation Algorithms
- Excellent negotiation skills, with a track record of securing favorable agreements
- Familiarity with compliance frameworks including STIR/SHAKEN, TCPA, and international calling rules
- Experience managing carrier contracts, costs, and SLAs
- Excellent problem-solving and troubleshooting skills with real-time voice traffic
- Strong vendor management and negotiation skills
- Bachelor's degree in telecommunications, business, or a related field (preferred)
- Direct experience working with outbound-focused contact center technologies, including SIP INVITE/REGISTER Message Analysis; SIP Trunk Capacity Planning; Call Admission Control (CAC); VoIP Infrastructure Load Balancing
- Familiarity with key regulations affecting outbound calls, including TCPA and STIR/SHAKEN
- Convoso’s U.S. hiring is open to candidates who are residents of the following states: AL, AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, NC, NJ, NV, NY, OH, PA, SC, TX, UT, VA
