Product Delivery Manager - IVR/IVA

Product Delivery Manager II - IVR/IVA

Location: Rosemead, CA

Onsite Flexibility: Hybrid Onsite Tuesdays and Wednesdays

Contract Details

• Position Type: Contract
• Contract Duration: 12 months
• Pay Rate: $48.32 $54.11 / Hour (USD)
• Shift / Schedule: Days (First Shift)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This role focuses on IVR/IVA product delivery, encompassing current-state discovery, platform configuration analysis, IVR-to-IVA migration, telephony and contact center integration, platform data and integration support, voice experience implementation, platform testing and troubleshooting, and operational readiness and knowledge transfer.

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

• 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.

Preferred 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 tools.

Additional Skills

Core Deliverables expected of this role include:

• 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

Education Requirements

• Bachelor's Degree required.

Required Experience

• Minimum 3 years of experience in product management, digital product delivery, customer experience, contact-center technology, conversational AI, or a related field.

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading electric utility in the United States, serving approximately 15 million people across a 50,000 square-mile service territory in Central, Coastal, and Southern California making it one of the largest investor-owned utilities in the nation. For nearly 140 years, the organization has powered one of the most dynamic regions in the world, and today it is actively leading California's transformation to a net-zero economy through investments in grid modernization, energy storage, transportation electrification, and distributed energy resources. The organization employs engineers, project managers, data scientists, operations professionals, and technology specialists who are building the infrastructure that will define how energy is generated, distributed, and consumed for the next half-century with an average employee tenure of approximately 20 years that reflects a deeply mission-driven, people-first culture.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-11016

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