VS
Product Delivery Manager III
Veracity Software Inc
- 🇨🇦 Canada
- On-site
- Manager or above
- 9 months ago
- AI
- Machine Learning
- copywriting
- Visio
- Lucidchart
- Miro
- UX Writing
9 months ago
Position Type: 1 Contractor – Hybrid
Location: Rosemead, CA 91770
Duration: 12 Months
The Product Delivery Manager III owns the intelligence and personality of SCE's conversational channels, handling millions of customer interactions annually. This role focuses on designing Agentic-AI systems capable of reasoning, diagnosing complex utility scenarios, and executing transactions without human intervention. This is a strategic Product & Design role—defining AI behavior, conversational flows, and user experiences, not building machine learning models. The position is hybrid with onsite days on Tuesday and Wednesday at Rosemead, CA.
Key Responsibilities
Zero-Touch Resolution & Customer Experience
- 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.
- 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.
- Experience in regulated industries.
- Background in linguistics, UX writing, or psychology.
- Experience implementing Generative AI/LLM features in enterprise environments.
- Digital Customer Experience (CX)
- NLU Platforms (Amelia, Dialogflow, Lex, etc.)
- Conversational Flow Design
- Generative AI / LLM Integration
- Analytics & Forensic Optimization
Recruiter Submission Template –
Full Name:
Highest Degree & Field / University:
Years of Product Management / Conversational Design Experience:
Experience with NLU Platforms (Yes/No – Details):
Experience Designing Complex Conversational Flows (Yes/No – Tools Used):
Copywriting/Dialog Skills for AI Conversations (Yes/No – Examples):
Experience with Analytics / Forensic Optimization (Yes/No – Tools Used):
Experience with Generative AI / LLM Implementation (Yes/No – Details):
Full Address (Street, City, State, Zip):
Contact Number:
Email ID:
LinkedIn Profile:
Work Authorization (US Citizen / GC / H1B / Other):
Expected Hourly Rate on W2:
Notice Period:
Interview Availability:
Are you willing to work hybrid onsite as required in Rosemead, CA? (Yes/No):
Product Delivery Manager III · Veracity Software Inc