Lead Product Manager, Intercom Calling

Intercom is one of the fastest-growing and most-loved product lines at Verkada, in a $1B+ market we've only begun to tap. At its core, the intercom connects people with the businesses and organizations they're visiting through a call. Whether you need to get into a building, drop off a package, ask about store hours or get help in an emergency, the intercom is how you reach a person who can help.

Calling is at the heart of the Intercom experience, and we need a product manager to own it end to end: every call, from the moment someone presses the button to the moment someone answers and helps them.

You'll own the underlying calling pipeline, enterprise-grade call routing, the context and controls that help people answering make better decisions, and the AI that automates call responses. Your job is to make every call reliable, productive and delightful.

We are committed to a thriving in-office culture. This role requires you to work onsite at our HQ in San Mateo, CA.

Calling stack: make every call great

• Define the roadmap for our signaling and media paths, across first- and third-party and online and offline pipelines
• Deliver a consistent answering experience on every endpoint: iOS, Android, web browsers, PSTN and VoIP
• Track the metrics that matter: ring rate, connection success rate, dropped calls and audio/video quality (load time, latency, packet loss, jitter, MOS)
• Address failure modes on real-world networks, including weak cellular links, restrictive enterprise firewalls and NAT traversal
• Manage relationships with subprocessors and technology partners, including corporate phone and communications platforms

Call routing: get every call to the best person available

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