Trident Consulting is seeking a "IT Project Manager II- IVR Product Delivery” for one of our clients in "Rosemead, CA 91770” A global leader in business and technology services.
Title: IT Project Manager II - IVR Product Delivery Manager
Location:Rosemead, CA 91770
Work Arrangement: Hybrid – Onsite Tuesday & Wednesday
Contract - w2
Rate : $59/hr on w2
Education Requirement: Bachelor's Degree
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