Job Title: Program Manager - Customer Retention AI Agent (Google CCAI)
Location: Charlotte NC
W2 Position
Role Summary
We're looking for a seasoned Program Manager to lead the end-to-end delivery of a customer retention agent built on Google's Contact Center AI (CCAI) / Dialogflow CX platform. This is a cross-functional program spanning conversational design, engineering, data, and CX operations - you'll own scope, timeline, risk, and stakeholder alignment from discovery through production launch and scale.
Key Responsibilities
Own the program roadmap, milestones, and delivery cadence for the retention agent build (discovery design build pilot GA)
Coordinate cross-functional squads: conversational designers, Dialogflow CX/CCAI engineers, data/ML teams, QA, and contact center operations
Manage vendor/SI relationships if a systems integrator or Google Cloud partner is involved
Define and track program KPIs (containment rate, retention lift, deflection rate, CSAT/NPS impact, AHT reduction)
Run governance: steering committee updates, RAID logs, budget tracking, and change management
Drive integration planning across CRM, telephony/CCaaS, billing, and retention-offer systems
Manage phased rollout strategy (pilot cohort regional full production) and post-launch optimization cycles
Escalate and resolve cross-team blockers; manage dependencies between engineering, data privacy/compliance, and business stakeholders
Required Qualifications
10+ years of program/project management experience, including 3+ years managing AI/conversational AI, CX, or contact-center technology programs
Hands-on program delivery experience with Genesys Cloud CX (or comparable enterprise contact-center platform) environments
Working knowledge of Google Cloud Contact Center AI (CCAI) / Dialogflow CX, or strong aptitude to ramp quickly on the platform
Proven experience managing customer retention, churn-reduction, or customer experience transformation initiatives
Strong stakeholder management skills - comfortable presenting to VP/C-level sponsors and running working sessions with engineers
Experience with Agile/Scrum and hybrid delivery models; PMP, PgMP, or SAFe certification a plus
Familiarity with CRM (Salesforce/ServiceNow), telephony integrations, and data privacy considerations (PCI, PII) in contact center contexts
Nice to Have
Prior experience specifically launching a virtual agent / conversational AI bot into a live contact center
Experience with retention/loyalty program design (offers, save desks, win-back campaigns)
Google Cloud certification (Professional Cloud Architect or CCAI-specific training)
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