Product Delivery Manager

Product Delivery Manager – Chat Bot/AI

Alternate / Related Job Titles:
Conversational AI Product Manager, Digital Customer Experience Product Manager, IVA & Chatbot Product Manager, Agentic AI Product Manager

Location:

Rosemead, CA
Onsite Flexibility:
Hybrid

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Start: As Soon As Possible
• Pay Rate: $55.00 - $66.50 per hour

Job Summary

This role serves as the Voice of the Customer
, owning the intelligence, tone, and behavior of conversational channels that handle millions of customer interactions annually. The Product Delivery Manager for Conversational AI & Customer Experience is responsible for architecting Agentic-AI systems capable of reasoning, diagnosing complex utility scenarios, and executing customer transactions autonomously—without human intervention. This is a strategic product and design role
, not a machine learning engineering position. You will not build models; instead, you will define what the AI says, how it reasons, and when it acts across voice and chat channels.

Key Responsibilities

• Move from “Deflection” to “Zero‑Touch Resolution” by shifting success metrics beyond basic call deflection toward First Contact Resolution (FCR).
• Design conversational flows that fully resolve customer issues within automated channels.
• Ensure IVA and chat experiences solve problems end‑to‑end rather than acting as gatekeepers to live agents.
• Own the complete conversational experience across voice and chat platforms.

Conversational Architecture & Logic

• Design complex, non‑linear conversational flows capable of handling ambiguity (e.g., diagnosing causes of high utility bills).
• Own the system persona
  , including prompt strategy that is empathetic, concise, and brand‑aligned.
• Define agentic behaviors, API triggers, and business logic enabling the AI to take action (e.g., processing extensions, password resets).

Forensic Optimization & Analytics

• Perform transcript forensics by reviewing conversational logs to identify hallucinations, misunderstandings, and friction points.
• Translate observed failures into actionable product and engineering requirements.
• Conduct A/B testing on prompts and flow logic to improve intent recognition and task completion rates.

Ecosystem & Vendor Orchestration

• Act as the primary owner for IVA and chat platforms.
• Translate complex utility business rules into conversational logic the AI can reliably follow.
• Partner with engineering teams and external vendors to ensure platform effectiveness and scalability.

Required Experience

• 5+ years of experience in product management, conversational design, and/or digital customer experience.
• Hands‑on experience with NLU platforms such as Amelia, Sound Hound, Google CCA / Dialogflow, Amazon Lex
  , or similar.
• Strong linguistic and copywriting skills
  , with the ability to write natural, human‑sounding dialogue.
• Proven analytical rigor, including the ability to analyze large datasets (e.g., 10,000+ calls) and identify root causes of automation failure.
• Proficiency with flow‑design and visualization tools such as Visio, Lucid Chart, Miro, or Voiceflow
  .

Nice‑to‑Have Experience (Preferred)

• Experience working in regulated industries
  .
• Background in linguistics, UX writing, psychology, or related fields.
• Experience implementing Generative AI / LLM features in a controlled enterprise environment.

Required Skills

• Conversational AI Product Management
• Conversational Flow & Prompt Design
• Customer Experience (CX) Strategy

Preferred Skills

• Agentic AI Design
• NLU Platforms (Dialogflow, Lex, Amelia, Sound Hound)
• A/B Testing & Experimentation
• Transcript Analysis & Analytics
• Enterprise AI Governance

Additional Skills

• API trigger definition
• Business rules translation
• Vendor orchestration
• Voice and chat channel optimization
• Utility customer use‑case design

Benefits

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

About the Client

A major California electric utility delivering power to millions of customers across central, coastal, and Southern California. The organization is committed to reliable, clean energy and is a leader in sustainable energy solutions, emissions reduction, and air‑quality improvement. Employees contribute directly to building a greener energy future for California.

About GTT

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, technology, life sciences, biotech, utility, and retail companies across the U.S. and Canada.

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