Job Description
Location: Rosemead, CA, USA
Job Type: Hybrid – Local candidates preferred
Compensation: $67.67 / hour
Duration: 12-Month Contract (Potential for extension)
Schedule: Monday – Friday, 9:00 AM – 5:00 PM (40 hours/week)
Timezone: Pacific Time (PST)
Eligibility: USC or GC Holders only
Wisdom RecruitmentS is currently representing a premier US-based client looking to redefine the future of customer experience. We are seeking a visionary Product Delivery Manager III to serve as the “Architect of Intelligence” for a sophisticated AI ecosystem handling millions of annual customer interactions.
This is not a role for a model builder; this is a role for a strategic designer and conversational architect who wants to transition automated systems from simple “deflection” to true “Zero-Touch Resolution.”
🌟 The Mission: From Chatbots to Agentic AI
Our client is moving beyond basic bots to build Agentic AI systems. You will design systems capable of reasoning, diagnosing complex utility scenarios, and executing high-value transactions—like bill analysis or usage explanation—entirely without human intervention.
Your Core Responsibilities:
➤ Strategic Architecture: Design non-linear conversation flows that handle ambiguity (e.g., diagnosing if a high bill is due to a rate change or a physical leak).
➤ Zero-Touch Resolution: Move the needle from “call deflection” to “First Contact Resolution” (FCR), ensuring the AI solves the problem completely.
➤ Prompt Strategy & Persona: Own the “system persona.” Craft empathetic, concise, and brand-aligned prompts that guide the AI’s reasoning.
➤ Agentic Design: Define the API triggers and business logic that empower the AI to take direct actions (processing extensions, resetting passwords, etc.).
➤ Forensic Optimization: Conduct “Transcript Forensics” to identify hallucinations or friction points, translating failures into engineering requirements.
➤ Vendor Orchestration: Act as the primary owner for the IVA + Chat platforms, translating complex utility business rules into simple conversational logic.
Who You Are (Qualifications)
✅ Experience: 5+ years in Product Management, Conversational Design, or Digital CX.
✅ Technical Literacy: Hands-on experience with NLU platforms (e.g., Amelia, SoundHound, Google CCAI/Dialogflow, Amazon Lex).
✅ Linguistic Mastery: Exceptional copywriting skills. You can write dialogue that feels human, empathetic, and professional.
✅ Logic Specialist: Proficiency in visualization tools (Visio, LucidChart, Miro, or Voiceflow) to map complex logic trees.
✅ Analytical Rigor: Ability to analyze massive datasets (10,000+ logs) to pinpoint the top reasons for system failure.
Preferred “Nice-to-Haves”:
✅ Experience within Regulated Industries (Utilities, Finance, etc.).
✅ A background in Linguistics, UX Writing, or Psychology.
✅ Familiarity with implementing Generative AI/LLM features in a controlled enterprise environment.
How to Apply
👉 Submit your CV to careers@wisdomrecruitments.com or Apply by filling the Online Job Application Form – Click Here
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