Product Delivery Manager II

Job Title: Product Delivery Manager II
Job Location - Rosemead, CA (Hybrid, Onsite Tu & W)
Duration - 12 Months

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's Degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience. Possesses three to five years of experience.

Day-to-Day Responsibilities/Workload

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.

Required Skills/Attributes

• 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.

Desired Skills/Attributes

• 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.

Core Deliverables

• Product-intake assessments
• Problem and outcome statements
• High-level journey scope
• Product backlog
• Scope and release recommendations
• Prioritization inputs
• Product decision log
• Dependency and escalation summaries
• Product-readiness recommendations
• Post-launch backlog recommendations