What are the responsibilities and job description for the Product Manager - Conversational AI & Customer Experience position at Trident Consulting?
Trident Consulting is seeking a "Product Manager - Conversational AI & Customer Experience" for one of our client in "Rosemead, CA”. A global leader in business and technology services.
Title: Product Manager - Conversational AI & Customer Experience
Location: Rosemead, CA (Hybrid – Tue/Wed Onsite)
Pay Rate: $60/hr - $70/hr on W2
Experience: 7–10 years
Hours: 40 hrs/week (Total 2,088 hrs)
Key Responsibilities
- Lead the shift from call deflection to zero-touch problem resolution.
- Own voice and chat conversational experiences end-to-end.
- Design complex conversational logic flows that handle ambiguity and multi-step reasoning.
- Create and refine system prompts/personas for empathy, clarity, and brand tone.
- Define agentic design elements: API triggers, business rules, and automated actions.
- Conduct transcript forensics to identify hallucinations, misunderstandings, or friction points.
- Drive requirement updates, A/B tests, and ongoing conversational optimizations.
- Collaborate with vendors and internal teams to evolve IVA Chat platform capabilities.
Required Qualifications
- 5 years in product management, conversational design, or digital customer experience.
- Experience with NLU tools: Amelia, SoundHound, Google CCA/Dialogflow, Amazon Lex, etc.
- Strong copywriting and linguistic skills to craft natural, human-like dialog.
- Strong analytical skills to interpret high-volume call data and pinpoint failure drivers.
- Proficiency with Visio, LucidChart, Miro, Voiceflow or similar flow-design tools.
Preferred Qualifications
- Experience in regulated industries.
- Education/experience in Linguistics, UX Writing, or Psychology.
- Hands-on experience implementing GenAI/LLM features in enterprise environments.
Trident Consulting is an award-winning IT/engineering staffing company founded in 2005 and headquartered in San Ramon, CA. We specialize in placing high-quality vetted technology and engineering professionals in contract and full-time roles. Trident shines in fulfilling niche/hard-to-fill technical positions, and our commitment is to deliver the best and brightest individuals in the industry for our clients' toughest requirements.
Salary : $60 - $70