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Product Delivery Manager III
Product Delivery Manager IIITekWissen LLC • Rosemead, California, USA
Product Delivery Manager III

Product Delivery Manager III

TekWissen LLC • Rosemead, California, USA
[job_card.variable_days_ago]
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  • [job_card.full_time]
  • [job_card.temporary]
[job_card.job_description]

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.

    Key Skills

    Time Management,Data Analytics,Analytical,Agile,Requirement Gathering,Strategic thinking,Visio,Communication,Problem Solving,Market Research,UML,Cross Functional Teams

    Employment Type : Full Time

    Experience : years

    Vacancy : 1

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