Product Manager II - Intelligent Virtual Assistant

Company Summary EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV. Department Summary Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Job Duties and Responsibilities Candidates must be willing to participate in at least one in-person interview. The role addresses the challenge of optimizing automated voice interactions to improve customer experience and operational efficiency. Driving the evolution of Conversational AI technologies for IVR/IVA platforms requires balancing technical complexity with user-centric design. Success involves transforming traditional voice systems into intelligent, context-aware agents that deliver measurable business value and high containment rates. What Success Looks Like (Objectives) Own the end-to-end product vision and roadmap for voice-automated platforms to achieve high-impact business objectives and departmental OKRs Design and configure generative AI voice agents utilizing advanced prompt engineering and natural language generation for seamless, context-aware dialogue flows Collaborate with cross-functional partners to translate complex business policies into precise rules governing IVA behavior and responses. Develop and implement robust quality management processes for voice AI agents Define and track key performance indicators (KPIs) such as word error rate (WER), containment, customer satisfaction (CSAT), and resolution efficiency Skills, Experience and Requirements Core Skills and Competencies (What you’ll bring) AI Literacy and Innovation, specifically regarding the application of Generative AI, NLP, and NLU in voice-first environments Deep professional expertise in VUI design and persona management to create sophisticated, conversational customer journeys Critical experience in architecting CCaaS-integrated solutions that drive improvements in First Contact Resolution and omnichannel continuity Advanced analytical capabilities in querying and interpreting complex datasets to inform strategic product decisions Strong collaborative leadership and communication skills to bridge technical voice concepts with non-technical business requirements Additional Qualifications Experience with A/B testing and specialized QA methodologies for AI and voice systems Deep understanding of speech recognition (ASR), speech-to-speech (S2ST), and text-to-speech (TTS) technologies Mastery of user experience (UX) principles specifically for voice-only or voice-first conversational interfaces Minimum Requirements Minimum Education/Experience: Bachelor’s Degree in Business, Computer Science, or a related field; OR proven track record of driving ROI-focused product initiatives and a minimum of two years’ experience within the EchoStar ecosystem. Required Technical Skills: Prompt engineering and persona management for virtual assistants. Natural Language Processing (NLP) and Natural Language Understanding (NLU) configuration Data retrieval and interpretation using Snowflake, SQL, or Athena Visa sponsorship not available for this role Salary Ranges Compensation: $72,350.00/Year - $103,400.00/Year Benefits We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws. We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process. EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact View email address on click.appcast.io if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. Click the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish) #J-18808-Ljbffr