Title: Product Delivery Manager II
Duration: 12 Months
Location: Rosemead, CA, 91770
Work Model: Hybrid: Onsite Tu & We
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:
* Bachelor's Degree
* 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
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Spectraforce Technologies
Aug 08, 2026