Senior Product Manager, Intercom Calling

Who We Are Verkada is transforming how organizations protect their people and places with an integrated, privacy-sensitive AI-powered platform that includes solutions for video security, access control, air quality sensors, alarms, intercoms, and visitor management. We’ve got serious momentum in the market: more than 30,000 customers (including 100+ of the Fortune 500), a $5.8B valuation , more than $1 billion in annualized bookings, and backing from CapitalG, Sequoia Capital, General Catalyst, Felicis Ventures, Next47 and more. Physical AI is one of the most consequential technology shifts of our time, and Verkada is at the center of it. You can look at all kinds of communities to see our platform’s impact in the world. It's the retailer that uses our agentic AI to deter theft before it happens. The warehouse that uses AI-powered alerts to make sure its team is protected on the floor with proper PPE. The school that’s alerted to a threat in real-time and triggers a lockdown in seconds, not minutes. We’re rapidly scaling this impact: today, more than 2 million Verkada devices are deployed across 170+ countries. About the Role 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. What You’ll Own 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 • Add intelligence to routing based on audio and video triggers, building state (such as after hours or lockdown), schedules and staff availability • Define what the caller experiences while their call is being routed • Design strategies for concurrent calls: ring strategies (simultaneous, sequential, round robin), triage, queuing, forwarding and failover • Build tools that let admins configure, test and manage routing at scale across many sites, users, and devices (including receiver groups, SCIM syncing) Call context and controls: give the person answering superpowers • Enrich calls with context for better decisions, such as live captions, nearby security camera feeds, visitor history and access logs • Build advanced controls that put fast, powerful options at the answerer's fingertips, such as real-time voice translation, security escalation and multi-door unlocking • Drive sophisticated video