● 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.
● Partner with Product Marketing on positioning, use cases, competitive differentiation, customer education, vertical templates, launches, and agency enablement.
● Partner with Support, Implementation, Account Management, Trial Experience, Affiliates, and agency-facing teams to reduce setup friction, improve deployment quality, and lower support burden.
● Partner with Finance and Revenue Experience on pricing, included usage, overages, agency rebilling, model costs, telephony costs, gross margin, budget protection, and sustainable commercial limits.
● Drive strategy across the broader AI Employee portfolio so Voice AI works coherently with Conversation AI, Knowledge Base, Agent Studio, Ask AI, Workflows, Calendars, and future AI-agent capabilities.
● Evaluate external models, voice providers, telephony vendors, infrastructure components, and potential strategic partnerships.
● Act as a senior product thought partner to Product, Engineering, Design, Data, GTM, Finance, Legal, and executive leadership.
● Mentor PMs and raise the quality of product strategy, AI evaluation, systems thinking, and decision-making across the organisation without relying on formal authority.