Product Delivery Manager II

About the Organization

E2 Consulting Engineers, LP (E2) is a professional services firm established in 1988 specializing in a full spectrum of engineering services including, project engineering and design, federal base operations and infrastructure support services, gas pipeline construction and inspection services, environmental consulting and remediation, and information technology services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.

The Product Delivery Manager II will take requirements from other Product Managers and their different journeys and requirements assisting in translating the requirements to what the experience is on the Intelligent Virtual Agent (IVA). This role will be responsible for reviewing software requirements and preparing test scenarios; executing tests on software usability; analyzing test results on database impacts, errors or bugs, and usability;

preparing reports on all aspects related to the software testing carried out and reporting to the design team.

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…