Product Delivery Manager III at TekWissen LLC

Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients worldwide. Job Title: Product Delivery Manager III Location: Rosemead CA Duration: 12 Months Job Type: Temporary Assignment Work Type: Hybrid Job Description: Job duties may include: reviewing software requirements and preparing test scenarios; executing tests on software usability; analyzing test results on database impacts errors or bugs and usability; preparing reports on all aspects related to the software testing carried out and reporting to the design team Education/Experience: Bachelor Degree in applicable profession business or technical discipline or an equivalent combination of education training and experience. Possesses seven to ten years of experience. Day-to-Day Responsibilities/Workload: This role will serve as the Voice of the client owning the intelligence and personality of the channels the handle millions of customer interactions annually. The Product Manager Conversational AI & Customer Experience doesnt 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 customers problem completely rather than just blocking them from an agent. Own the end-to-end conversational experience across voice chat channels. Day-to-Day Responsibilities/Workload 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 10000 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 TekWissen Group is an equal opportunity employer supporting workforce diversity. Key Skills Time Management,Data Analytics,Analytical,Agile,Requirement Gathering,Strategic thinking,Visio,Communication,Problem Solving,Market Research,UML,Cross Functional Teams Employment Type : Full Time Experience: years Vacancy: 1