What are the responsibilities and job description for the Product Delivery Manager position at Global Technical Talent, an Inc. 5000 Company?

Product Delivery Manager - ChatBot/AI
Alternate / Related Job Titles:
Conversational AI Product Manager
Digital Customer Experience Product Manager
IVA & Chatbot Product Manager
Agentic AI Product Manager
Location:
Rosemead, CAOnsite Flexibility:
HybridContract Details

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

Job SummaryThis 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 ResponsibilitiesMove from “Deflection” to “Zero-Touch Resolution”:

Shift 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, SoundHound, 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, LucidChart, 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, SoundHound)
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 ClientA 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 GTTGTT 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. We look forward to helping you land your next great career opportunity.Job Number:
25-29297
#gttjobs

Salary : $55 - $67

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