Product Delivery Manager

This role will serve as the "Voice of the client, owning the intelligence and personality of the channels that handle millions of customer interactions annually. The Product Manager, Conversational AI & Customer Experience doesn't 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.

• 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 customer's problem completely, rather than just blocking them from an agent.
  • Own the end-to-end conversational experience across voice + chat channels.
• 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 act (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 that the AI can follow.
  • Primary owner for the IVA + Chat platforms

• 5+ years in product management, conversational design, and/or digital CX.
• Hands‑on experience with NLU platforms (Amelia, Sound Hound, 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 10,000 calls and identify the top 3 reasons the IVA failed.
• Flow Design:
  Proficiency with tools like Visio, Lucid Chart, Miro, or Voiceflow to visualize complex logic trees.

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

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

Major California electric utility delivering power to millions. Committed to reliable, clean energy, we serve a vast region spanning central, coastal, and Southern California. We're pioneers in sustainable energy solutions, reducing carbon emissions, and improving air quality. Join our diverse team of problem-solvers and contribute to a greener planet. We power California's future.

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, alongside some of the nation's largest life sciences, biotech, utility, and retail companies across the US and Canada.

We look forward to helping you land your next great career opportunity!