| Job Title: Program Manager Customer Retention AI Agent (Google CCAI) Location: Charlotte NC Rate: $75 to $80 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) | |
| Years of Experience: | 14.00 Years of Experience |
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