Product Manager – Conversational AI

Trident Consulting is seeking a "Product Manager – Conversational AI & Customer Experience" for one of our clients in “Pomona, CA - Hybrid" A global leader in business and technology services.

Role: Product Manager – Conversational AI & Customer Experience

Location: Rosemead, CA - Hybrid

Duration: Contract

Rate: $60-66/Hr

Day-to-Day Responsibilities/Workload

• This role will serve as the “Voice of Client”, owning the intelligence and personality of the channels the handle millions of customer interactions annually. The Product Manager, Conversational AI & Customer Experience doesn’t just build simple chatbots, they build Agentic-AI systems capable of reasoning, diagnosing complex utility scenarios, and executing transactions (like analyzing a bill, or explaining usage) – all without human intervention.
• This is a strategic Product & Design role, not a machine learning engineer. You will not build models, you will instead be the architect who defines what the AI says, how it reasons, and when it acts.

Key Responsibilities:

Move from “Deflection” to “Zero-Touch Resolution”:

• Move the metric mindset beyond simple “call deflection”.
• Design flows that achieve First Contact Resolution (FCR) within the automated channel.
• Ensure IVA & Chat solves the customer’s problem completely, rather than just blocking them from an agent.
• Own the end-to-end conversational experience across voice chat channels.

Conversational Architecture & Logic:

• Blueprint the Logic: Design complex, non-linear conversation flows that handle ambiguity (e.g. “my bill is high” could be a rate change, a leak, or a hot summer)
• Prompt Strategy: Own the “system persona”. Write and refine prompts that are empathetic, concise, and brand aligned.
• Agentic Design: Define the API triggers and business logic that allow the AI to take action (process extension, resetting pw)

Forensic Optimization & Analytics:

• Transcript Forensics: Regularly review actual conversational logs to identify where the AI “hallucinated”, misunderstood, or frustrated the user.
• Feedback Loops: Translate failures into specific requirement updates for the engineering/vendor teams.
• A/B Testing: Run experiments on prompt phrasing to increase intent recognition and completion rates.

Ecosystem & Vendor Orchestration:

• Primary owner for the IVA Chat platforms
• Translate complex utility business rules into simple conversational logic the AI can follow.
• Primary owner for the IVA Chat platforms

Required Skills/Attributes

Qualifications:

The Must Haves:

• 5 years in product management, conversational design and/or digital CX.
• Hands on experience with NLU platforms (Amelia, SoundHound, Google CCA / Dialogflow, Lex, etc.)
• The “Linguistic” skillset: Strong copywriting skills. You can write dialogue that sounds human, not robotic.
• Analytic Rigor: Ability to look at a dataset of 10,000 calls and identify the top 3 reasons the IVA failed.
• Flow Design: Proficiency with tools like Visio, LucidChart, Miro, or Voiceflow to visualize complex logic trees.

Desired Skills/Attributes

The “Nice to Haves” (Preferred):

• Experience in regulated industries
• Background in linguistics, UX writing, or Psychology
• Experience implementing Generative AI/ LLM features within a controlled enterprise environment

About Trident:

Trident Consulting is a premier IT staffing firm providing high-impact workforce solutions to Fortune 500 and mid-market clients. Since 2005, we’ve specialized in sourcing elite technology and engineering talent for contract, direct hire, and managed services roles. Our expertise spans cloud, AI/ML, cybersecurity, and data analytics, supported by a 3M candidate database and a 78% fill ratio. With a highly engaged leadership team and a reputation for delivering hard-to-fill, niche talent, we help organizations build agile, high-performing teams that drive innovation and business success.

Some of our recent awards include:

• Trailblazer Women Award 2025 by Consulate General of India in San Francisco.
• Ranked as the #1 Women Owned Business Enterprise in the large category by ITServe.
• Received the TechServe Excellence award.
• Consistently ranked in the Inc. 5000 list of fastest-growing private companies in America.
• Recognized in the SF Business Times as one of the Largest Bay Area BIPOC/Minority-Owned Businesses in 2022.