Product Delivery Manager II

Trident Consulting is seeking a " Contact Center Product Manager” for one of our clients in " Rosemead, CA (Hybrid-2days Tue & wed)” A global leader in business and technology services.

Please find additional details about the role below:
Job Title: Contact Center Product Manager
Location: Rosemead, CA (Hybrid-2days Tue & wed)
Pay Rate: $54/hr on W2 (All Inclusive)
Type: Contract
Duration: 12+ Months (Potentially Extend)

Key Responsibilities

• Analyze current IVR applications, call flows, prompts, routing, transfers, and business rules.
• Document current-state IVR processes, integrations, dependencies, and gaps.
• Translate business requirements into IVR/IVA platform solutions and configurations.
• Support IVR-to-IVA migration, including mapping, planning, testing, cutover, and stabilization.
• Analyze telephony, routing, queue, transfer, and contact-center integrations.
• Configure and support prompts, menus, speech/DTMF inputs, retries, error handling, and transfers.
• Work with Business Analysts, Engineering, Architecture, and technical teams on integrations and troubleshooting.
• Develop and execute functional, integration, regression, and production-readiness testing.
• Troubleshoot defects, routing issues, integration failures, and configuration problems.
• Create technical and operational documentation and support knowledge transfer.

Required Skills

• 3+ years of experience in product management, digital product delivery, customer experience, contact-center technology, or conversational AI.
• Experience with IVR, IVA, chatbots, conversational AI, or contact-center platforms.
• Experience with customer journeys and digital self-service solutions.
• Experience translating business requirements into product objectives and backlog items.
• Experience working in Agile delivery environments and managing product backlogs.
• Strong analytical, communication, stakeholder management, and problem-solving skills.
• Ability to manage complex initiatives, dependencies, and cross-functional teams.

Education

• Bachelor's Degree

Preferred Skills

• Generative AI and agentic customer-service experience.
• Experience in regulated or high-volume customer-service environments.
• Familiarity with backlog and journey-visualization tools.