Overview
HybridHybrid role with 3 Days Remote & 2 Days Onsite every week.
$65 - $70
Contract - W2
Contract - 12 Month(s)
Skills
Generative AI
LLM
GenAI
NLU platforms
Amelia
SoundHound
Dialogflow
Lex
conversational design
product management
conversational writing
conversational dialogue
flow-design
Visio
LucidChart
Miro
Voiceflow
Agentic AI
Job Details
Job Summary:
o Product Manager, Conversational AI & Customer Experience responsible for owning the intelligence, tone, and behavior of automated voice and chat channels supporting millions of customer interactions annually.
o Designs agentic AI systems that reason through complex scenarios and execute transactions autonomously.
o This is a strategic product and design role - not a machine learning or engineering role.
Key Responsibilities:
o Design automated experiences that achieve zero-touch resolution and first-contact resolution.
o Own end-to-end conversational journeys across voice and chat channels.
o Design non-linear conversation flows to handle ambiguous customer intents.
o Define system personas, prompts, and conversational tone aligned to brand and empathy standards.
o Specify business logic and API triggers enabling autonomous AI actions.
o Analyze conversation transcripts to identify failures, hallucinations, and friction points.
o Run A/B testing on prompts and flows to improve intent recognition and completion rates.
o Own IVA and chat platforms and translate complex business rules into conversational logic.
o Partner with engineering and vendors to operationalize discovery insights.
Required Qualifications:
o 5+ years in product management, conversational design, or digital customer experience.
o Hands-on experience with NLU platforms (e.g., Amelia, SoundHound, Dialogflow, Lex).
o Strong conversational writing and dialogue design skills.
o Proven ability to analyze large interaction datasets to identify failure patterns.
o Proficiency with flow-design and visualization tools (Visio, LucidChart, Miro, Voiceflow).
Preferred Qualifications:
o Experience in regulated industries.
o Background in linguistics, UX writing, or psychology.
o Experience implementing generative AI or LLM features in enterprise environments.
o Product Manager, Conversational AI & Customer Experience responsible for owning the intelligence, tone, and behavior of automated voice and chat channels supporting millions of customer interactions annually.
o Designs agentic AI systems that reason through complex scenarios and execute transactions autonomously.
o This is a strategic product and design role - not a machine learning or engineering role.
Key Responsibilities:
o Design automated experiences that achieve zero-touch resolution and first-contact resolution.
o Own end-to-end conversational journeys across voice and chat channels.
o Design non-linear conversation flows to handle ambiguous customer intents.
o Define system personas, prompts, and conversational tone aligned to brand and empathy standards.
o Specify business logic and API triggers enabling autonomous AI actions.
o Analyze conversation transcripts to identify failures, hallucinations, and friction points.
o Run A/B testing on prompts and flows to improve intent recognition and completion rates.
o Own IVA and chat platforms and translate complex business rules into conversational logic.
o Partner with engineering and vendors to operationalize discovery insights.
Required Qualifications:
o 5+ years in product management, conversational design, or digital customer experience.
o Hands-on experience with NLU platforms (e.g., Amelia, SoundHound, Dialogflow, Lex).
o Strong conversational writing and dialogue design skills.
o Proven ability to analyze large interaction datasets to identify failure patterns.
o Proficiency with flow-design and visualization tools (Visio, LucidChart, Miro, Voiceflow).
Preferred Qualifications:
o Experience in regulated industries.
o Background in linguistics, UX writing, or psychology.
o Experience implementing generative AI or LLM features in enterprise environments.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.