Veracity Software Pvt. Ltd. · 1 month ago
Product Delivery Manager III
CA
Full-time
Hybrid
Senior Level
5+ years expVeracity Software Pvt. Ltd. is seeking a Product Delivery Manager III to oversee the design and implementation of intelligent conversational channels for customer interactions. This strategic role involves defining AI behavior and user experiences, optimizing conversational flows, and ensuring effective customer problem resolution through automated channels.
Information Technology & Services
Responsibilities
Move beyond simple "call deflection” metrics to achieve First Contact Resolution (FCR) in automated channels
Design flows that ensure the AI resolves the customer's problem fully rather than just redirecting to an agent
Own end-to-end conversational experiences across voice and chat channels
Blueprint complex, non-linear conversation flows that handle ambiguous user intents
Write and refine prompts aligned with brand persona—empathetic, concise, and human-like
Define API triggers and business logic that allow the AI to take autonomous actions (e.g., process extension, password resets)
Review conversational transcripts to identify misunderstandings, "hallucinations,” or friction points
Translate failures into actionable requirements for engineering/vendor teams
Conduct A/B testing on prompt phrasing to improve intent recognition and task completion rates
Primary owner of IVA and Chat platforms
Translate complex utility business rules into simple conversational logic the AI can execute
Coordinate with vendor and internal teams to implement and optimize solutions
Qualification
Required
5+ years in product management, conversational design, and/or digital customer experience
Hands-on experience with NLU platforms (Amelia, SoundHound, Google CCA/Dialogflow, Lex, etc.)
Strong copywriting/dialogue writing skills to make AI interactions sound natural
Analytic rigor: Ability to analyze large datasets (e.g., 10,000 calls) to identify top failure reasons
Proficiency in flow design tools (Visio, LucidChart, Miro, Voiceflow) to visualize complex logic trees
Preferred
Experience in regulated industries
Background in linguistics, UX writing, or psychology
Experience implementing Generative AI/LLM features in enterprise environments
Company
Veracity Software Pvt. Ltd.
At Veracity, if you have an idea you want to validate, a product you need to build, or an existing product that needs optimization, our teams are trained to jump in wherever needed.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase