Product Delivery Manager II

Product Delivery Manager II

Rosemead, CA (Hybrid)

Duration: initial 12-month contract

Pay:$70-75/hr




We are seeking an experienced IVR/IVA Product & Platform Specialist to support the discovery, analysis, migration, configuration, testing, and operational readiness of customer-facing voice and conversational experiences.




This role will bridge business requirements and technical implementation, helping translate customer and business needs into platform configurations, product requirements, migration plans, testing strategies, and actionable backlog items.




The ideal candidate has hands-on experience with IVR, IVA, conversational AI, contact-center technologies, or digital self-service platforms and is comfortable working across product, business, engineering, architecture, and operations teams.

Key Responsibilities

IVR & Current-State Discovery

• Inventory and analyze existing IVR applications, call flows, prompts, menus, routing, transfers, business rules, and configurations.
• Document DTMF and speech recognition, retries, timeouts, fallbacks, error handling, variables, data exchanges, and state management.
• Trace interactions across telephony, IVR, contact-center, and enterprise systems.
• Identify undocumented, obsolete, or inconsistent functionality and develop accurate current-state documentation.

Platform Configuration & Product Requirements

• Translate business requirements, business rules, and acceptance criteria into IVR/IVA platform solutions.
• Evaluate platform capabilities, limitations, dependencies, and operational impacts.
• Define configuration requirements for prompts, routing, variables, transfers, error handling, and system integrations.
• Develop configuration specifications and validate solutions against approved requirements.
• Convert broad business requests into clear product objectives, capabilities, and manageable backlog items.

IVR-to-IVA Migration

• Map legacy IVR capabilities to future-state IVA and conversational experiences.
• Determine functionality to retain, redesign, consolidate, replace, or retire.
• Develop migration plans, configuration mappings, and dependency assessments.
• Support phased deployments, cutovers, rollback strategies, risk mitigation, and post-migration stabilization.

Telephony & Contact Center Integration

• Analyze telephony, routing, queue, transfer, and contact-center dependencies.
• Define business-hours, after-hours, emergency, and fallback routing requirements.
• Support customer handoffs to assisted service while preserving relevant interaction context.
• Troubleshoot routing, transfer, and context-retention issues in partnership with technical stakeholders.

Data & Integration Support

• Interpret data structures, mappings, APIs, platform variables, and transformation requirements.
• Collaborate with Business Analysts, engineering, architecture, and other technical teams on integration requirements.
• Identify and troubleshoot configuration-related data issues, missing context, and integration failures.
• Document environment, access, endpoint, and configuration dependencies.

Voice Experience Implementation

• Configure and support prompts, menus, retries, timing, interruptions, speech/DTMF input, and transfer behavior.
• Recommend platform-specific approaches for recognition failures, latency, unavailable systems, and fallback scenarios.
• Ensure implementations align with approved requirements and customer experience objectives.

Testing & Troubleshooting

• Develop and execute test scenarios covering platform configuration, routing, telephony, variables, integrations, and migration functionality.
• Support integration, regression, failover, cutover, usability, and production-readiness testing.
• Analyze test results and troubleshoot defects involving functionality, database impacts, integrations, errors, and usability.
• Provide evidence, logs, and defect details during technical triage and validate completed resolutions.
• Prepare platform-readiness assessments and recommendations.

Product & Agile Delivery

• Manage or support product backlogs within an Agile or iterative delivery environment.
• Identify gaps, challenge assumptions, and distinguish customer problems from proposed solutions.
• Define scope and distinguish required capabilities from optional enhancements.
• Facilitate cross-functional decisions involving business and technology stakeholders.
• Develop prioritization inputs, product recommendations, decision logs, and dependency summaries.
• Prepare concise recommendations for senior product leadership.

Operational Readiness & Knowledge Transfer

• Create current-state and future-state platform documentation.
• Document support procedures, dependencies, monitoring requirements, and operational processes.
• Support deployment, cutover, rollback, stabilization, and production incident resolution.
• Transfer knowledge to platform, operations, and support teams.
• Develop post-launch recommendations and identify opportunities for future enhancements.

Required Qualifications

• 3+ years of experience in product management, digital product delivery, customer experience, contact-center technology, conversational AI, or a related field.
• Experience with IVR, IVA, chatbots, conversational AI, contact-center platforms, or digital self-service technologies.
• Experience supporting customer-journey and conversational-experience initiatives.
• Demonstrated ability to translate broad business requests into clear product objectives, requirements, and backlog items.
• Experience managing or supporting a product backlog in an Agile or iterative delivery environment.
• Strong ability to identify gaps, challenge assumptions, and separate customer problems from proposed solutions.
• Experience facilitating decisions across business, product, engineering, architecture, and technology stakeholders.
• Ability to define scope, prioritize required capabilities, evaluate tradeoffs, and communicate recommendations.
• Strong written and verbal communication skills.
• Strong organizational skills with the ability to manage complex work involving multiple stakeholders, dependencies, and delivery teams.
• Ability to analyze test results, identify defects, and support software testing and troubleshooting activities.
• Bachelor’s degree in business, technology, engineering, or another applicable discipline, or an equivalent combination of education, training, and experience.

Preferred Qualifications

• Familiarity with generative AI and agentic customer-service experiences.
• Experience working in a regulated or high-volume customer-service environment.
• Familiarity with product backlog management and customer-journey visualization tools.
• Experience with voice/conversational platform migrations or modernization initiatives.
• Experience with software usability testing, integration testing, regression testing, and production-readiness activities.

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