What are the responsibilities and job description for the Product Delivery Manager III position at NS IT Solutions?
Job Title: Product Delivery Manager III - Conversational AI & Customer ExperienceLocation: Rosemead, CA, United States, 91770Work Arrangement: Hybrid (onsite Tuesday/Wednesday)Expected Start Date: Jan 5, 2026Expected End Date: Jan 5, 2027Duration: 12 monthsShift: Monday-Friday, 9:00 AM - 5:00 PMHours per Week: 40Education Requirement: High School Diploma or EquivalentEngagement Type: New PositionBackground Check Required: YesBadge Access Required: YesCompensation DetailsMarketplace Pay Rate: $67.67 / hrSummaryThe Product Delivery Manager III - Conversational AI & Customer Experience owns the intelligence, reasoning, and personality of AI channels that handle millions of customer interactions annually. This is a strategic product and design role, focused on defining how AI reasons, communicates, and takes action—not a machine learning engineer role.Note: We are looking for U.S. Citizens and Green Card holders only.ResponsibilitiesMove from “Deflection” to “Zero-Touch Resolution”Design flows to achieve First Contact Resolution (FCR) in automated channelsEnsure IVA & Chat systems fully solve customer problems, not just block them from agentsOwn the end-to-end conversational experience across voice and chat channelsConversational Architecture & LogicBlueprint complex, non-linear conversation flows handling ambiguity (e.g., “my bill is high”)Define “system persona” and craft prompts that are empathetic, concise, and brand-alignedDefine API triggers and business logic enabling AI to execute tasks (process extensions, reset passwords, etc.)Forensic Optimization & AnalyticsReview conversational logs to identify where AI misunderstood or frustrated usersTranslate failures into actionable requirements for engineering/vendor teamsConduct A/B testing on prompt phrasing to improve intent recognition and completion ratesEcosystem & Vendor OrchestrationServe as primary owner for IVA Chat platformsTranslate complex utility business rules into conversational logic for AIAlign with vendors and internal teams to ensure consistent execution of AI strategyRequired Skills / Attributes5 years in product management, conversational design, or digital customer experienceHands-on experience with NLU platforms (Amelia, SoundHound, Google CCA / Dialogflow, Lex, etc.)Strong copywriting and dialogue writing skills for human-like AI interactionsAnalytical skills to identify top reasons for AI failures from large datasetsProficiency in flow design tools like Visio, LucidChart, Miro, or VoiceflowDesired Skills / AttributesExperience in regulated industriesBackground in linguistics, UX writing, or psychologyExperience implementing Generative AI / LLM features in enterprise environmentsSkillsDigital CXNLU PlatformsFlow DesignWork DetailsReporting Location: Rosemead, CAWork Timing: Monday-Friday, 9:00 AM - 5:00 PMWork Type: HybridWork Timezone: PST (GMT -0800)
Salary : $68