Product Delivery Manager II

Trident Consulting•Rosemead, CA

7h•$54 - $54•Hybrid

About The Position

Trident Consulting is seeking a Contact Center Product Manager for one of our clients in Rosemead, CA. This is a hybrid role requiring 2 days onsite (Tuesday & Wednesday) with a global leader in business and technology services. The role involves analyzing and improving IVR applications, call flows, prompts, routing, and business rules. The Product Manager will translate business requirements into IVR/IVA platform solutions, support the migration from IVR to IVA, and analyze telephony and contact-center integrations. Responsibilities include configuring prompts, menus, and inputs, collaborating with various technical teams, developing and executing testing strategies, troubleshooting issues, and creating documentation.

Requirements

3+ years of experience in product management, digital product delivery, customer experience, contact-center technology, or conversational AI.
Experience with IVR, IVA, chatbots, conversational AI, or contact-center platforms.
Experience with customer journeys and digital self-service solutions.
Experience translating business requirements into product objectives and backlog items.
Experience working in Agile delivery environments and managing product backlogs.
Strong analytical, communication, stakeholder management, and problem-solving skills.
Ability to manage complex initiatives, dependencies, and cross-functional teams.

Nice To Haves

Generative AI and agentic customer-service experience.
Experience in regulated or high-volume customer-service environments.
Familiarity with backlog and journey-visualization tools.

Responsibilities

Analyze current IVR applications, call flows, prompts, routing, transfers, and business rules.
Document current-state IVR processes, integrations, dependencies, and gaps.
Translate business requirements into IVR/IVA platform solutions and configurations.
Support IVR-to-IVA migration, including mapping, planning, testing, cutover, and stabilization.
Analyze telephony, routing, queue, transfer, and contact-center integrations.
Configure and support prompts, menus, speech/DTMF inputs, retries, error handling, and transfers.
Work with Business Analysts, Engineering, Architecture, and technical teams on integrations and troubleshooting.
Develop and execute functional, integration, regression, and production-readiness testing.
Troubleshoot defects, routing issues, integration failures, and configuration problems.
Create technical and operational documentation and support knowledge transfer.