Description
The Program Manager will lead the end-to-end delivery of a customer retention agent built on Google's Contact Center AI and Dialogflow CX platforms. The role owns the program roadmap, milestones, risks, budget, governance, stakeholder alignment, vendor relationships, integrations, phased rollout, and post-launch optimization across conversational design, engineering, data, QA, and contact-center operations. It requires at least 10 years of program or project management experience, including 3+ years managing AI, conversational AI, customer experience, or contact-center technology programs, along with experience with Genesys Cloud CX or a comparable enterprise contact-center platform, customer retention initiatives, and stakeholder management.
