Product Delivery Manager | IVR, Conversational AI & Contact Center

Job Title

Required Education: Bachelor's Degree

Required Experience, Knowledge & Skills:

3+ years of experience in product management, digital product delivery, customer experience, contact-center technology, conversational AI, or a related field

Experience with IVR, IVA, chatbots, conversational AI, contact-center platforms, or digital self-service

Experience with customer-journey and conversational-experience initiatives

Demonstrated experience receiving broad business requests and converting them into clear product objectives and manageable backlog items

Experience managing or supporting a product backlog in an Agile or iterative delivery environment

Strong ability to identify gaps, challenge assumptions, and distinguish customer problems from proposed solutions

Experience facilitating cross-functional decisions involving business and technology stakeholders

Ability to define scope, distinguish required capabilities from optional enhancements, and communicate tradeoffs

Strong written and verbal communication skills

Ability to organize complex work involving multiple stakeholders, dependencies, and delivery teams

Ability to prepare concise recommendations for senior product leadership

Preferred Experience, Knowledge & Skills:

Familiarity with generative AI and agentic customer-service experiences

Experience in a regulated or high-volume customer-service environment

Familiarity with backlog and journey-visualization tools

Core Deliverables:

Product-intake assessments

Problem and outcome statements

High-level journey scope

Product backlog

Scope and release recommendations

Prioritization inputs

Product decision log

Dependency and escalation summaries

Product-readiness recommendations

Post-launch backlog recommendations

Job Responsibilities:

Current-State IVR Discovery:

Inventory and analyze existing IVR applications, call flows, prompts, menus, routing, transfers, business rules, and configurations

Document DTMF, speech recognition, retries, timeouts, fallbacks, error handling, variables, data exchanges, and state management

Trace interactions across telephony, IVR, contact center, and enterprise systems

Identify undocumented logic, obsolete or inconsistent functionality, and provide current-state documentation and evidence

Platform Configuration Analysis:

Translate approved requirements, business rules, and acceptance criteria into IVR/IVA platform solutions

Assess platform capabilities, constraints, dependencies, and operational impacts

Define configuration requirements for prompts, routing, variables, error handling, transfers, and integrations

Produce configuration specifications and validate alignment with approved requirements

IVR-to-IVA Migration:

Map legacy IVR capabilities to future-state IVA functionality

Identify functionality to retain, redesign, consolidate, replace, or retire

Develop migration plans, configuration mappings, and dependency analyses

Support phased deployments, cutovers, rollback strategies, risk mitigation, and post-migration stabilization

Telephony, Routing & Contact Center Integration:

Analyze and document telephony, routing, queue, transfer, and contact-center dependencies

Define business-hours, after-hours, emergency, and fallback routing requirements

Support customer handoffs to assisted service and preserve interaction context

Troubleshoot routing, transfer, and context-retention issues while coordinating with technical stakeholders

Platform Data & Integration Support:

Interpret data structures, mappings, APIs, platform variables, and transformation requirements

Collaborate with Business Analysts, engineering, and architecture teams on integration needs

Identify and troubleshoot configuration-related data issues, missing context, and integration failures

Document environment, access, endpoint, and configuration dependencies

Voice Experience Implementation:

Configure and support prompts, menus, retries, timing, interruptions, speech/DTMF input, and transfer behavior

Recommend platform-specific handling for recognition failures, latency, and unavailable systems

Ensure implementations align with approved requirements and customer experience objectives

Platform Testing & Troubleshooting:

Develop and execute tests covering configuration, routing, telephony, variables, integrations, and migrations

Support integration, regression, failover, cutover, and production-readiness testing

Diagnose defects, provide evidence and logs, participate in triage, and validate resolutions

Deliver platform-readiness assessments and recommendations

Operational Readiness & Knowledge Transfer:

Create current-state and future-state platform documentation

Document support procedures, dependencies, monitoring requirements, and operational processes

Support deployment, cutover, rollback, stabilization, and production incident resolution

Transfer knowledge to platform, operations, and support teams

**Only those lawfully authorized to work in the designated country associated with the position will be considered.** **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**