Product Delivery Manager
hace 3 días
Rosemead
Job DescriptionProduct Delivery Manager - ChatBot/AI Alternate / Related Job Titles: Conversational AI Product Manager Digital Customer Experience Product Manager IVA & Chatbot Product Manager Agentic AI Product Manager Location: Rosemead, CAOnsite Flexibility: HybridContract Details • Position Type: Contract, • Contract Duration: 12 months, • Start: As Soon As Possible, • Pay Rate: $55.00 – $66.50 per hourJob SummaryThis role serves as the Voice of the Customer, owning the intelligence, tone, and behavior of conversational channels that handle millions of customer interactions annually. The Product Delivery Manager for Conversational AI & Customer Experience is responsible for architecting Agentic-AI systems capable of reasoning, diagnosing complex utility scenarios, and executing customer transactions autonomously—without human intervention.This is a strategic product and design role, not a machine learning engineering position. You will not build models; instead, you will define what the AI says, how it reasons, and when it acts across voice and chat channels.Key ResponsibilitiesMove from “Deflection” to “Zero-Touch Resolution”:, • Shift success metrics beyond basic call deflection toward First Contact Resolution (FCR)., • Design conversational flows that fully resolve customer issues within automated channels., • Ensure IVA and chat experiences solve problems end-to-end rather than acting as gatekeepers to live agents., • Own the complete conversational experience across voice and chat platforms.Conversational Architecture & Logic:, • Design complex, non-linear conversational flows capable of handling ambiguity (e.g., diagnosing causes of high utility bills)., • Own the system persona, including prompt strategy that is empathetic, concise, and brand-aligned., • Define agentic behaviors, API triggers, and business logic enabling the AI to take action (e.g., processing extensions, password resets).Forensic Optimization & Analytics:, • Perform transcript forensics by reviewing conversational logs to identify hallucinations, misunderstandings, and friction points., • Translate observed failures into actionable product and engineering requirements., • Conduct A/B testing on prompts and flow logic to improve intent recognition and task completion rates.Ecosystem & Vendor Orchestration:, • Act as the primary owner for IVA and chat platforms., • Translate complex utility business rules into conversational logic the AI can reliably follow., • Partner with engineering teams and external vendors to ensure platform effectiveness and scalability.Required Experience, • 5+ years of experience in product management, conversational design, and/or digital customer experience., • Hands-on experience with NLU platforms such as Amelia, SoundHound, Google CCA / Dialogflow, Amazon Lex, or similar., • Strong linguistic and copywriting skills, with the ability to write natural, human-sounding dialogue., • Proven analytical rigor, including the ability to analyze large datasets (e.g., 10,000+ calls) and identify root causes of automation failure., • Proficiency with flow-design and visualization tools such as Visio, LucidChart, Miro, or Voiceflow.Nice-to-Have Experience (Preferred), • Experience working in regulated industries., • Background in linguistics, UX writing, psychology, or related fields., • Experience implementing Generative AI / LLM features in a controlled enterprise environment.Required Skills, • Conversational AI Product Management, • Conversational Flow & Prompt Design, • Customer Experience (CX) StrategyPreferred Skills, • Agentic AI Design, • NLU Platforms (Dialogflow, Lex, Amelia, SoundHound), • A/B Testing & Experimentation, • Transcript Analysis & Analytics, • Enterprise AI GovernanceAdditional Skills, • API trigger definition, • Business rules translation, • Vendor orchestration, • Voice and chat channel optimization, • Utility customer use-case designBenefits, • Medical, Vision, and Dental Insurance Plans #LI-GTT #LI-Hybrid #gttjobs Company DescriptionGlobal Technical Talent is a subsidiary of Chenega Corporation () with over 1.3 billion US$ in revenue and 5800 US employees. We provide Total Talent Solutions, Global staffing, SOW, RPO, Direct Sourcing, and Global Payroll with physical offices in US, Canada, and India. GTT Digital headquartered in Toronto specializes in providing high-tech digital and banking talent to some of the nation’s largest financial institutions. As a leader in the staffing industry for over 22 years, we have become one of the largest staffing firms in the New England region, working with Fortune 500 clients and cutting-edge, technology-driven recruiting infrastructure. We are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier. There is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link: Awards SIA’s Fastest Growing Staffing Firm: 2023 and 2015 SIA’s Best Staffing Firm to Work for: 2019 -2023 Inc 5000 Fastest Growing Private Company: 2023, 2022, 2016, 2015 Randstad Preferred Supplier: 2020 - 2023 TechServe Alliance Excellence Award. 2019 NH Business Magazines Fast 5 fastest growing companies Ernst & Young Entrepreneur of the Year Finalist: 2015Global Technical Talent is a subsidiary of Chenega Corporation () with over 1.3 billion US$ in revenue and 5800 US employees. We provide Total Talent Solutions, Global staffing, SOW, RPO, Direct Sourcing, and Global Payroll with physical offices in US, Canada, and India. GTT Digital headquartered in Toronto specializes in providing high-tech digital and banking talent to some of the nation’s largest financial institutions. As a leader in the staffing industry for over 22 years, we have become one of the largest staffing firms in the New England region, working with Fortune 500 clients and cutting-edge, technology-driven recruiting infrastructure.\r\n\r\nWe are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier.\r\n \r\nThere is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link: \r\n \r\nAwards\r\n\r\nSIA’s Fastest Growing Staffing Firm: 2023 and 2015\r\nSIA’s Best Staffing Firm to Work for: 2019 -2023\r\nInc 5000 Fastest Growing Private Company: 2023, 2022, 2016, 2015\r\nRandstad Preferred Supplier: 2020 - 2023\r\nTechServe Alliance Excellence Award. 2019\r\nNH Business Magazines Fast 5 fastest growing companies\r\nErnst & Young Entrepreneur of the Year Finalist: 2015