Product Delivery Manager III

Rosemead, CA - USA

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients worldwide.

Job Title: Product Delivery Manager III

Location: Rosemead CA

Duration: 12 Months

Job Type: Temporary Assignment

Work Type: Hybrid

Job Description:

Job duties may include: reviewing software requirements and preparing test scenarios; executing tests on software usability; analyzing test results on database impacts errors or bugs and usability; preparing reports on all aspects related to the software testing carried out and reporting to the design team

Education/Experience:

Bachelor Degree in applicable profession business or technical discipline or an equivalent combination of education training and experience.
Possesses seven to ten years of experience.

Day-to-Day Responsibilities/Workload:

This role will serve as the Voice of the client owning the intelligence and personality of the channels the handle millions of customer interactions annually.
The Product Manager Conversational AI & Customer Experience doesnt just build simple chatbots they build Agentic-AI systems capable of reasoning diagnosing complex utility scenarios and executing transactions (like analyzing a bill or explaining usage) all without human intervention.
This is a strategic Product & Design role not a machine learning engineer.
You will not build models you will instead be the architect who defines what the AI says how it reasons and when it acts.

Key Responsibilities:

Move from Deflection to Zero-Touch Resolution:
Move the metric mindset beyond simple call deflection.
Design flows that achieve First Contact Resolution (FCR) within the automated channel.
Ensure IVA & Chat solves the customers problem completely rather than just blocking them from an agent.
Own the end-to-end conversational experience across voice chat channels.

Day-to-Day Responsibilities/Workload

Conversational Architecture & Logic:
Blueprint the Logic: Design complex non-linear conversation flows that handle ambiguity (e.g. my bill is high could be a rate change a leak or a hot summer)
Prompt Strategy: Own the system persona. Write and refine prompts that are empathetic concise and brand aligned.
Agentic Design: Define the API triggers and business logic that allow the AI to take action (process extension resetting pw)

Forensic Optimization & Analytics:

Transcript Forensics: Regularly review actual conversational logs to identify where the AI hallucinated misunderstood or frustrated the user.
Feedback Loops: Translate failures into specific requirement updates for the engineering/vendor teams.
A/B Testing: Run experiments on prompt phrasing to increase intent recognition and completion rates.

Ecosystem & Vendor Orchestration:

Primary owner for the IVA Chat platforms
Translate complex utility business rules into simple conversational logic the AI can follow.
Primary owner for the IVA Chat platforms

Required Skills/Attributes

Qualifications:

The Must Haves:

5 years in product management conversational design and/or digital CX.
Hands on experience with NLU platforms (Amelia SoundHound Google CCA / Dialogflow Lex etc.)
The Linguistic skillset: Strong copywriting skills. You can write dialogue that sounds human not robotic.
Analytic Rigor: Ability to look at a dataset of 10000 calls and identify the top 3 reasons the IVA failed.
Flow Design: Proficiency with tools like Visio LucidChart Miro or Voiceflow to visualize complex logic trees.

Desired Skills/Attributes

The Nice to Haves (Preferred):

Experience in regulated industries
Background in linguistics UX writing or Psychology
Experience implementing Generative AI/ LLM features within a controlled enterprise environment

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients worldwide. Job Title: Product Delivery Manager III Location: Rosemead CA Duration: 12 Months Job Type: Temporary Assignment Work Type:...