Product Manager (Chatbot/ Conversational Design / Digital CX)

Platinum Enterprise Solutions, Inc.; Rosemead (CA); Hybrid; USD 90,000 - 120,000; Part time

Job summary

A leading tech firm in customer engagement seeks a Product Manager in Rosemead, CA, to own the conversational AI strategy, responsible for designing complex interaction flows and optimizing customer experiences. Candidates should have over 5 years of experience in product management and conversational design, coupled with strong analytical and copywriting skills. This hybrid role offers an opportunity to innovate within the energy technology sector while ensuring customer satisfaction through intelligent interactions.

Qualifications

• 5+ years in product management, conversational design and/or digital CX.
• Hands-on experience with NLU platforms like Amelia or Dialogflow.
• Strong copywriting skills to create human-like dialogue.

Responsibilities

• Design flows for First Contact Resolution within the automated channel.
• Blueprint complex conversation flows and own the system persona.
• Analyze conversational logs to optimize AI interactions.

Skills

Product management

Conversational design

Digital customer experience (CX)

Natural language understanding platforms

Copywriting

Analytic rigor

Flow design

Tools

Visio

LucidChart

Miro

Voiceflow

Job description

Product Manager (Chatbot / Conversational Design / Digital CX)

Job Location: Rosemead, CA

Employment Type: Contract

Work Arrangement: Hybrid

This role will serve as the “Voice of the client”, 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. You will not build models; you will instead be the architect who defines what the AI says, how it reasons, and when it acts.

Key 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.
  • Primary owner for the IVA + Chat platforms
  • Translate complex utility business rules into simple conversational logic the AI can follow.

Qualifications

• 5+ years in product management, conversational design and/or digital CX.
• Hands on experience with NLU platforms (Amelia, SoundHound, Google CCA / Dialogflow, Lex, etc.)
• The “Linguistic” skillset: Strong copywriting skills. You can write dialogue that sounds human, not robotic.
• Analytic Rigor: Ability to look at a dataset of 10,000 calls and identify the top 3 reasons the IVA failed.
• Flow Design: Proficiency with tools like Visio, LucidChart, Miro, or Voiceflow to visualize complex logic trees.

Desired Skills / Attributes (Preferred)

• Experience in regulated industries
• Background in linguistics, UX writing, or Psychology
• Experience implementing Generative AI/LLM features within a controlled enterprise environment

Additional Information

Seniority Level: Associate

Industry: Energy Technology and Services for Renewable Energy