IVR/IVA Product Delivery Lead

E2 Consulting Engineers, Inc.; Rosemead (CA); On-site; USD 100,000 - 113,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with employer match

Paid Time Off

Job summary

E2 Consulting Engineers, LP seeks a Product Delivery Manager II to translate requirements into IVR/IVA experiences, assess platform capabilities, and define configuration needs. You will review software requirements, prepare test scenarios, and report findings to the design team.

The role emphasizes cross-functional collaboration across business and technology stakeholders, with a focus on migration planning, testing, and operational readiness for enterprise contact-center solutions.

Qualifications

• Bachelor Degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience.
• 3+ years of experience in product management, digital product delivery, customer experience, contact-center technology, conversational AI, or a related field.
• Experience with IVR, IVA, chatbots, conversational AI, contact-center platforms, or digital self-service.
• Experience with customer-journey and conversational-experience initiatives.
• Demonstrated experience receiving broad business requests and converting them into clear product objectives and manageable backlog items.
• Experience managing or supporting a product backlog in an Agile or iterative delivery environment.
• Strong ability to identify gaps, challenge assumptions, and distinguish customer problems from proposed solutions.
• Experience facilitating cross-functional decisions involving business and technology stakeholders.
• Ability to define scope, distinguish required capabilities from optional enhancements, and communicate tradeoffs.
• Strong written and verbal communication skills.
• Ability to organize complex work involving multiple stakeholders, dependencies, and delivery teams.
• Ability to prepare concise recommendations for senior product leadership.

Responsibilities

• Current-State IVR Discovery: Inventory and analyze existing IVR applications, call flows, prompts, menus, routing, transfers, business rules, and configurations.
• Platform Configuration Analysis: Translate approved requirements, business rules, and acceptance criteria into IVR/IVA platform solutions.
• IVR-to-IVA Migration: Map legacy IVR capabilities to future-state IVA functionality.
• Telephony, Routing & Contact Center Integration: Analyze and document telephony, routing, queue, transfer, and contact-center dependencies.
• Platform Data & Integration Support: Interpret data structures, mappings, APIs, platform variables, and transformation requirements.
• Voice Experience Implementation: Configure prompts, menus, retries, timing, interruptions, speech/DTMF input, and transfer behavior.
• Platform Testing & Troubleshooting: Develop and execute tests covering configuration, routing, telephony, variables, integrations, and migrations.
• Operational Readiness & Knowledge Transfer: Create current-state and future-state documentation; transfer knowledge to teams.

Skills

Product management

Digital product delivery

Customer experience

Agile backlog management

Cross-functional collaboration

Education

Bachelor Degree in applicable profession, business, or technical discipline

Job description

E2 Consulting Engineers, LP seeks a Product Delivery Manager II to translate requirements into IVR/IVA experiences, assess platform capabilities, and define configuration needs. You will review software requirements, prepare test scenarios, and report findings to the design team.

The role emphasizes cross-functional collaboration across business and technology stakeholders, with a focus on migration planning, testing, and operational readiness for enterprise contact-center solutions.