Product Delivery Manager II

LeadStack Inc.•Services - See below for details, CA

About The Position

LeadStack Inc. is an award-winning, one of the nation’s fastest-growing, certified minority-owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we’re proud to partner with some of the most admired Fortune 500 brands in the world. Key Responsibilities: Current-State IVR Discovery: Inventory and analyze existing IVR applications, call flows, prompts, menus, routing, transfers, business rules, and configurations. Document DTMF, 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 logic, obsolete or inconsistent functionality, and provide current-state documentation and evidence. Platform Configuration Analysis: Translate approved requirements, business rules, and acceptance criteria into IVR/IVA platform solutions. Assess platform capabilities, constraints, dependencies, and operational impacts. Define configuration requirements for prompts, routing, variables, error handling, transfers, and integrations. Produce configuration specifications and validate alignment with approved requirements. IVR-to-IVA Migration: Map legacy IVR capabilities to future-state IVA functionality. Identify functionality to retain, redesign, consolidate, replace, or retire. Develop migration plans, configuration mappings, and dependency analyses. Support phased deployments, cutovers, rollback strategies, risk mitigation, and post-migration stabilization. Telephony, Routing & Contact Center Integration: Analyze and document telephony, routing, queue, transfer, and contact-center dependencies. Define business-hours, after-hours, emergency, and fallback routing requirements. Support customer handoffs to assisted service and preserve interaction context. Troubleshoot routing, transfer, and context-retention issues while coordinating with technical stakeholders. Platform Data & Integration Support: Interpret data structures, mappings, APIs, platform variables, and transformation requirements. Collaborate with Business Analysts, engineering, and architecture teams on integration needs. 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 handling for recognition failures, latency, and unavailable systems. Ensure implementations align with approved requirements and customer experience objectives. Platform Testing & Troubleshooting: Develop and execute tests covering configuration, routing, telephony, variables, integrations, and migrations. Support integration, regression, failover, cutover, and production-readiness testing. Diagnose defects, provide evidence and logs, participate in triage, and validate resolutions. Deliver platform-readiness assessments and recommendations. 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.

Requirements

Bachelor Degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience
Possesses three to five years of experience
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
Experience with customer-journey and conversational-experience initiatives
Demonstrated experience receiving broad business requests and converting them into clear product objectives and manageable backlog items
Experience managing or supporting a product backlog in an Agile or iterative delivery environment
Strong ability to identify gaps, challenge assumptions, and distinguish customer problems from proposed solutions
Experience facilitating cross-functional decisions involving business and technology stakeholders
Ability to define scope, distinguish required capabilities from optional enhancements, and communicate tradeoffs
Strong written and verbal communication skills
Ability to organize complex work involving multiple stakeholders, dependencies, and delivery teams
Ability to prepare concise recommendations for senior product leadership

Nice To Haves

Familiarity with generative AI and agentic customer-service experiences
Experience in a regulated or high-volume customer-service environment
Familiarity with backlog and journey-visualization tools

Responsibilities

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
Inventory and analyze existing IVR applications, call flows, prompts, menus, routing, transfers, business rules, and configurations
Document DTMF, 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 logic, obsolete or inconsistent functionality, and provide current-state documentation and evidence
Translate approved requirements, business rules, and acceptance criteria into IVR/IVA platform solutions
Assess platform capabilities, constraints, dependencies, and operational impacts
Define configuration requirements for prompts, routing, variables, error handling, transfers, and integrations
Produce configuration specifications and validate alignment with approved requirements
Map legacy IVR capabilities to future-state IVA functionality
Identify functionality to retain, redesign, consolidate, replace, or retire
Develop migration plans, configuration mappings, and dependency analyses
Support phased deployments, cutovers, rollback strategies, risk mitigation, and post-migration stabilization
Analyze and document telephony, routing, queue, transfer, and contact-center dependencies
Define business-hours, after-hours, emergency, and fallback routing requirements
Support customer handoffs to assisted service and preserve interaction context
Troubleshoot routing, transfer, and context-retention issues while coordinating with technical stakeholders
Interpret data structures, mappings, APIs, platform variables, and transformation requirements
Collaborate with Business Analysts, engineering, and architecture teams on integration needs
Identify and troubleshoot configuration-related data issues, missing context, and integration failures
Document environment, access, endpoint, and configuration dependencies
Configure and support prompts, menus, retries, timing, interruptions, speech/DTMF input, and transfer behavior
Recommend platform-specific handling for recognition failures, latency, and unavailable systems
Ensure implementations align with approved requirements and customer experience objectives
Develop and execute tests covering configuration, routing, telephony, variables, integrations, and migrations
Support integration, regression, failover, cutover, and production-readiness testing
Diagnose defects, provide evidence and logs, participate in triage, and validate resolutions
Deliver platform-readiness assessments and recommendations
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