Product Delivery Manager II

Location: Rosemead, CA Salary: $50.00 USD Hourly - $53.00 USD Hourly Description: Our client is currently seeking a Product Delivery Manager II

Job Title: Product Delivery Manager II

Worksite Type: Hybrid

Worksite Location: Rosemead, CA

Duration: 12+ months

Job Description:

We are looking for a Product Delivery Manager with expertise in contact center technology, IVR, and Conversational AI (IVA) to lead our voice self-service modernization initiatives. You will bridge business goals and technical execution by auditing legacy IVR flows, defining future-state IVA experiences, and managing the Agile product delivery backlog.

Key Qualifications

• 3+ years of product management or technical delivery experience within contact center technology, IVR/IVA, or Conversational AI.
• Practical knowledge of contact center and speech platforms (e.g., Genesys, Amazon Connect, Cisco, Five9, Dialogflow, Lex, etc.).
• Hands-on ability to analyze complex call flows, routing rules, and API data dependencies.
• Strong Agile experience (managing backlogs, user stories, and release planning).
• Excellent communication skills with experience translating business needs into technical requirements.
• Preferred: Experience with Generative AI applications or working in regulated/high-volume environments.

Key Responsibilities

• IVR Discovery & Migration: Audit legacy IVR call flows, routing logic, and system dependencies; map existing capabilities to future-state Conversational AI (IVA) solutions.
• Platform Configuration Specs: Translate business needs into detailed configuration specs for prompts, variables, fallbacks, and API data integrations.
• Telephony & Agent Handoffs: Define routing rules (business hours, after-hours, failover) and ensure seamless context retention during live-agent transfers.
• Agile Backlog Management: Lead product intake, build and prioritize the backlog, define release scope, and align stakeholders across business and engineering teams.
• Testing & Readiness: Support cutover, failover, and end-to-end integration testing; troubleshoot routing issues and lead post-launch stabilization.

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