Product Manager (Telephony & Voice) - Remote (26-20)

About the role

Spok is looking for a self-directed and entrepreneurial Product Manager to own the strategy, roadmap, and execution for its telephony and voice product lines, and to manage the strategy and implementations of related partnerships. Telephony is the foundation everything else in the platform depends on: PBX interoperability, call control, routing, and the CTI layer that ties voice infrastructure into the applications customers use every day, including the Spok Operator Console that healthcare contact centers rely on for code calls, paging, and on-call workflows.

What You'll Own

• Telephony, voice strategy, related AI strategy and roadmap
  • Define and own the multi-year telephony and voice product strategy, PBX interoperability (Cisco, Avaya and others), call routing, voice quality/reliability, and call-control architecture.
  • Determine where Spok pursues or declines partnerships and technology integrations based on market, customer, and enterprise strategy.
  • Become a knowledge expert on how Spok CTI and Spok Operator Contact Centers combine to create a differentiated experience; evangelize thought leadership with marketing.
  • Prioritize release schedule and roadmap for telephony platforms and protocols based on market demand, technical feasibility, and customer impact.
  • Build business cases for telephony and voice initiatives, including market sizing, competitive positioning, pricing strategy, and expected outcomes.
  • Track the competitive and vendor landscape (PBX vendors, CCaaS/UCaaS platforms, cloud voice trends) and translate shifts into roadmap implications and build-vs-partner-vs-buy decisions.
  • Maintain detailed working knowledge of the UCaaS and CCaaS market, major players (e.g., Genesys, NICE, Five9, RingCentral, 8x8, Cisco Webex, Microsoft Teams, Talkdesk, Amazon Connect), their platform strategies, and market consolidation or shifts to inform Spok’s build, integrate, or partner decisions.
  • Serve as the internal expert on telephony and voice, the go-to resource for leadership, sales, and delivery teams.
  • Partner with Platform Product Managers on CTI/Telephony Epics, Stories, and all aspects of the PDLC.
  • Engage with clients at senior and working-team levels to understand and improve customer experience.
  • Understand and exploit AI capabilities of partners and the Spok platform to deliver market-driven solutions.
  • Define and document the roadmap and backlog priority through Confluence, Jira, and related tooling; own the product roadmap for the enterprise.
• CTI and integration architecture
  • Own requirements for CTI and call-control integration across major telephony platforms and protocols (e.g., SIP, CSTA/TSAPI/TAPI, and vendor-specific APIs).
  • Partner with technical product managers and engineering on CTI middleware, call-control interfaces, presence, and event handling, including how those events surface into downstream applications.
  • Balance depth of integration against maintainability and the realities of supporting many customer telephony environments.
  • Ensure telephony and CTI integrations meet the reliability and availability expectations of a mission-critical hospital environment.
• Partner strategy and collaboration
  • Define and own the telephony partner strategy, including which PBX and cloud platform vendors to integrate with, how deeply, and in what priority, while maintaining and expanding Spok’s leading IP and market position.
  • Build and maintain strategic and working relationships with partner product and engineering teams to align roadmaps, resolve integration issues, and unlock new capabilities.
  • Evaluate potential UCaaS and CCaaS partnerships, assessing platform fit, competitive overlap, and integration depth, and make clear build-vs-partner recommendations to leadership.
  • Represent Spok in joint technical planning, certification programs, and co-development efforts.
• Contact center and operator workflow collaboration (secondary focus)
  • Partner with the product team(s) owning the Operator Console and contact center workflows to ensure telephony and CTI capabilities support operator needs: screen pop, call answer/hold/transfer/conference, ANI/DNIS-based routing, directory tie-ins, and call logging.
  • Provide telephony and CTI input into operator workflow design, particularly for high-volume, high-stakes scenarios (code calls, mass notification, disaster events).
• Go-to-market and delivery enablement
  • Partner with marketing, sales engineering, professional services, support, and other enablement teams to position telephony and CTI capabilities and support the sales cycle.
  • Conduct sales, services, and support training as required for releases and partner with technical product management to deliver comprehensive insights on capabilities.
  • Gather and act on feedback from field deployments to continuously improve the product.

Required Education, Skills & Experience

• Bachelor’s degree
• 3–5 years in product management, with material experience driving telephony, PBX, UC, or voice infrastructure products
• Strong, hands-on understanding of telephony technology, PBX/SIP concepts, call control, routing, and CTI/call-control APIs (SIP, CSTA, TAPI/TSAPI)
• Working knowledge of the UCaaS and CCaaS market, key players, platform strategies, and competitive dynamics, and how to translate that market knowledge into product and partner strategy
• Experience working in partnerships, ways-of-working, and leading bilateral planning with partners and prospective partners
• Proven understanding and technical acumen working closely with engineering on integration architecture and third-party telephony APIs
• Demonstrated ability to define and drive a technical or middleware strategy and roadmap
• Excellent written and verbal communication; able to move fluidly between deep technical detail and executive-level strategy
• Hands-on daily use of Jira and Confluence; periodic team and executive-level presentations and data

Pay

Salary range: $125,000–$150,000 + incentive eligible. Compensation at Spok varies depending on a wide array of factors, which may include but are not limited to the specific location, role, skill set, level of experience, and incentive compensation opportunity.