Product Delivery Manager | IVR, Conversational AI & Contact Center

Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**

Job TitleRequired Education: Bachelor's DegreeRequired Experience, Knowledge & Skills:• 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 leadershipPreferred Experience, Knowledge & Skills:• 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 toolsCore 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 recommendationsJob 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 evidencePlatform 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 requirementsIVR-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 stabilizationTelephony, 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 stakeholdersPlatform 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 dependenciesVoice 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 objectivesPlatform 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 recommendationsOperational 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**Only those lawfully authorized to work in the designated country associated with the position will be considered.** **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**