Project/Product Manager - IVR/IVA

Location: Rosemead, CA

Onsite Flexibility: Hybrid — Onsite Tuesdays and Wednesdays

• Position Type: Contract
• Contract Duration: 18 months
• Pay Rate: $16.50–$83.20 / Hour (USD)
• Shift / Schedule: Days (First Shift)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This role supports IVR/IVA operational activities and platform performance monitoring within a large, regulated utility environment. The position is responsible for coordinating project plans, timelines, risks, dependencies, and stakeholder communications, and requires deep experience with customer-facing digital platforms and contact center technologies.

• Support IVR/IVA operational activities and platform performance monitoring.
• Coordinate project plans, timelines, risks, dependencies, and stakeholder communications.
• Gather and document business requirements, acceptance criteria, and success measures.
• Facilitate release planning, testing, implementation, and operational readiness activities.
• Analyze customer journeys, call flows, containment rates, and conversion funnels to identify optimization opportunities.
• Coordinate with vendors, technology teams, Product Owners, and business stakeholders.
• Support issue resolution, production support activities, and ongoing service improvements.
• Maintain project documentation, process maps, governance artifacts, and knowledge management materials.
• Support budget tracking, invoice validation, forecasting, and contract-related activities.

• 5 years supporting customer-facing digital platforms, contact center technologies, IVR, IVA, chatbot, or conversational AI solutions.
• Experience with project management, stakeholder management, risk management, and delivery coordination.
• Experience gathering business requirements and defining acceptance criteria.
• Experience supporting testing, release management, operational readiness, and production support.
• Experience managing vendors and coordinating across multiple organizations.
• Excellent communication, facilitation, analytical, and organizational skills.
• Familiarity with NICE CXone or similar contact center technologies.
• Ability to translate business and operational requirements into actionable solutions.

• Utility industry experience.
• Experience with customer service operations.
• Contact center transformation experience.
• Business process improvement and governance experience.
• Budget, purchase order, and vendor management experience.
• Customer self-service modernization experience.

• Bachelor's Degree required.

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

This client is one of the largest electric utilities in the United States, serving approximately 15 million people across a 50,000 square-mile service territory in Central, Coastal, and Southern California — a region the organization has powered for nearly 140 years. The utility is actively leading California's transformation to a net-zero economy, with major investments in grid modernization, energy storage, transportation electrification, and distributed energy resources. The workforce includes engineers, project managers, data scientists, and operations professionals building the infrastructure that will define how energy is generated, distributed, and consumed for the next half-century, with an average employee tenure of approximately 20 years reflecting a culture of safety, mentorship, and genuine commitment to professional development.

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-10726