First Tek, Inc. · 1 month ago
Product Delivery Manager III (Conversational AI & Customer Experience)
Rosemead, CA
Full-time
Onsite
Senior LevelFirst Tek, Inc. is a company specializing in customer experience solutions, and they are seeking a Product Delivery Manager III to oversee the development of Conversational AI systems. This role involves designing complex conversation flows, optimizing AI interactions, and managing the overall conversational experience across various channels.
Information TechnologyStaffing Agency
Responsibilities
Move from "Deflection” to "Zero-Touch Resolution”:
Move the metric mindset beyond simple "call deflection”
Design flows that achieve First Contact Resolution (FCR) within the automated channel
Ensure IVA & Chat solves the customer's problem completely, rather than just blocking them from an agent
Own the end-to-end conversational experience across voice + chat channels
Conversational Architecture & Logic:
Blueprint the Logic: Design complex, non-linear conversation flows that handle ambiguity (e.g., "my bill is high” could be a rate change, a leak, or a hot summer)
Prompt Strategy: Own the "system persona”. Write and refine prompts that are empathetic, concise, and brand-aligned
Agentic Design: Define the API triggers and business logic that allow the AI to take action (process extension, resetting pw)
Forensic Optimization & Analytics:
Transcript Forensics: Regularly review actual conversational logs to identify where the AI "hallucinated, misunderstood, or frustrated the user
Feedback Loops: Translate failures into specific requirement updates for the engineering/vendor teams
A/B Testing: Run experiments on prompt phrasing to increase intent recognition and completion rates
Ecosystem & Vendor Orchestration:
Primary owner for the IVA + Chat platforms
Translate complex utility business rules into simple conversational logic that the AI can follow
Primary owner for the IVA + Chat platforms
Qualification
Required
This role will serve as the 'Voice of Company', owning the intelligence and personality of the channels that handle millions of customer interactions annually
The Product Manager, Conversational AI & Customer Experience doesn't just build simple chatbots; they build Agentic-AI systems capable of reasoning, diagnosing complex utility scenarios, and executing transactions (like analyzing a bill or explaining usage) – all without human intervention
This is a strategic Product & Design role, not a machine-learning engineer role
You will not build models; you will instead be the architect who defines what the AI says, how it reasons, and when it acts
Move the metric mindset beyond simple 'call deflection'
Design flows that achieve First Contact Resolution (FCR) within the automated channel
Ensure IVA & Chat solves the customer's problem completely, rather than just blocking them from an agent
Own the end-to-end conversational experience across voice + chat channels
Blueprint the Logic: Design complex, non-linear conversation flows that handle ambiguity (e.g., 'my bill is high' could be a rate change, a leak, or a hot summer)
Prompt Strategy: Own the 'system persona'. Write and refine prompts that are empathetic, concise, and brand-aligned
Agentic Design: Define the API triggers and business logic that allow the AI to take action (process extension, resetting pw)
Transcript Forensics: Regularly review actual conversational logs to identify where the AI 'hallucinated, misunderstood, or frustrated the user
Feedback Loops: Translate failures into specific requirement updates for the engineering/vendor teams
A/B Testing: Run experiments on prompt phrasing to increase intent recognition and completion rates
Primary owner for the IVA + Chat platforms
Translate complex utility business rules into simple conversational logic that the AI can follow
Preferred
Experience in regulated industries
Background in linguistics, UX writing, or Psychology
Experience implementing Generative AI/ LLM features within a controlled enterprise environment
Company
First Tek, Inc.
To succeed in the complex world of technology, you need exceptional connections – to the right experts, the right opportunities and the right answers.
Founded in 2001
1001-5000 employees
H1B Sponsorship
First Tek, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (42)
2024 (58)
2023 (60)
2022 (82)
2021 (165)
2020 (312)
Funding
Current Stage
Late StageLeadership Team
Kumar Bhavanasi
President/CEO/Founder
Recent News
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