Platinum Enterprise Solutions, Inc. · 16 hours ago
Product Manager (Chatbot/ Conversational Design / Digital CX)
Rosemead, CA
Contract
Hybrid
Senior Level
5+ years expPlatinum Enterprise Solutions, Inc. is seeking a Product Manager specializing in Conversational Design and Digital Customer Experience. This role involves owning the intelligence and personality of AI systems that handle millions of customer interactions, focusing on creating seamless and effective customer experiences through conversational architecture and analytics.
Business IntelligenceEnterprise Resource Planning (ERP)Information TechnologyMobile AppsSoftwareWeb Apps
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
Ecosystem & Vendor Orchestration:
Primary owner for the IVA + Chat platforms
Translate complex utility business rules into simple conversational logic the AI can follow
Primary owner for the IVA + Chat platforms
Qualification
Required
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
Preferred
Experience in regulated industries
Background in linguistics, UX writing, or Psychology
Experience implementing Generative AI/ LLM features within a controlled enterprise environment
Company
Platinum Enterprise Solutions, Inc.
Platinum Enterprise Solutions is an IT staffing organization with specific focus on ERP, Business Intelligence, Web, and Mobile technologies and applications.
501-1000 employees
H1B Sponsorship
Platinum Enterprise Solutions, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (3)
2022 (5)
2021 (7)
2020 (6)
Funding
Current Stage
Late StageCompany data provided by crunchbase