Customer Experience AI Product Manager

Customer Experience AI Product Manager

Location:

Rosemead, CA (Hybrid – Tue/Wed Onsite)

Hours:

40 hours/week (Mon–Fri 8AM to 5 PM)

Pay rate: $65/hr to $70/hr on W2 (All inclusive)

Type of Hire:
Contract

Contract Duration: 12+ Months

Base pay range: $65.00/hr - $70.00/hr

The Product Manager, Conversational AI & Customer Experience serves as the Voice of the team, shaping the intelligence, tone, and personality behind customer-facing automated channels that handle millions of interactions annually. Rather than building machine learning models, this role focuses on architecting end-to-end conversational experiences, designing reasoning paths, and defining how Agentic-AI systems communicate and act.

The ideal candidate will design advanced, non-linear conversation flows, create empathetic and concise system personas, and define API-driven actions that allow the AI to resolve customer issues autonomously. Responsibilities also include analyzing conversation transcripts, identifying failure patterns, and leading optimization with engineering and vendor partners.

This role owns IVA and Chat platforms, translating complex utility rules into simple, effective conversational logic that achieves first-contact, zero-touch resolution.

• Lead the shift from call deflection to zero-touch problem resolution
  .
• Own voice and chat conversational experiences end-to-end.
• Design complex conversational logic flows that handle ambiguity and multi-step reasoning.
• Create and refine system prompts/personas for empathy, clarity, and brand tone.
• Define agentic design elements: API triggers, business rules, and automated actions.
• Conduct transcript forensics to identify hallucinations, misunderstandings, or friction points.
• Drive requirement updates, A/B tests, and ongoing conversational optimizations.
• Collaborate with vendors and internal teams to evolve IVA + Chat platform capabilities.

• 5+ years in product management, conversational design, or digital customer experience.
• Experience with NLU tools:
  Amelia, Sound Hound, Google CCA/Dialogflow, Amazon Lex
  , etc.
• Strong copywriting and linguistic skills to craft natural, human-like dialog.
• Strong analytical skills to interpret high-volume call data and pinpoint failure drivers.
• Proficiency with Visio, Lucid Chart, Miro, Voiceflow or similar flow-design tools.

• Experience in regulated industries.
• Education/experience in Linguistics, UX Writing, or Psychology.
• Hands‑on experience implementing GenAI/LLM features in enterprise environments.

Mid‑Senior level

Contract

Product Management, Information Technology, and Project Management

IT Services and IT Consulting, Telecommunications, and Information Services

Trident Consulting is an award‑winning IT/engineering staffing company founded in 2005 and headquartered in San Ramon, CA. We specialize in placing high-quality vetted technology and engineering professionals in contract and full‑time roles. Trident's commitment is to deliver the best and brightest individuals in the industry for our clients' toughest requirements.

Some of our recent awards include: 2022, 2021, 2020 Inc. 5000 fastest‑growing private companies in America; 2022, 2021 SF Business Times 100 fastest‑growing private companies in Bay Area.

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