Job Description
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
Numbers & Facts
| Location | Charlotte, NC |
| Industry | Computer/IT Services |
| Salary | $55–$60 Per Hour |
| Company Size | 500 to 999 employees |
| Website | https://www.apolisrises.com/ |
Benefits
Paid Sick Days, Employee Referral Program, Employee Events, Retirement / Pension Plans
About Company
Since 1996, RJT has provided successful SAP, Oracle, and IT consulting solutions and staffing services to clients around the world. The new Apolis brings you the same personalized service fortified with a greater array of IT solutions, global expertise, and cost-management strategies.
We are a global IT consultancy that seamlessly integrates experts and leading-edge solutions into your organization so you can focus on what really matters.
Skills
- Agile Programming Methodologiesunmatched
- Artificial Intelligence (AI)unmatched
- Billingunmatched
- Budget Managementunmatched
- C-Level Managementunmatched
- CRM Integrationunmatched
- Cadenceunmatched
- Call Center Operationsunmatched
- Call Centersunmatched
- Change Managementunmatched
- Cloud Architectureunmatched
- Cloud Computingunmatched
- Cross-Functionalunmatched
- Customer Churnunmatched
- Customer Experienceunmatched
- Customer Relationship Management (CRM)unmatched
- Customer Retention/Renewalunmatched
- Functional Programming Languagesunmatched
- Genesys Solutionsunmatched
- PCIunmatched
- Performance Metricsunmatched
- Project Management Professional (PMP)unmatched
- Project/Program Managementunmatched
- Quality Assuranceunmatched
- RAID Storageunmatched
- Riskunmatched
- Salesforce.comunmatched
- Scrum Project Management and Software Developmentunmatched
- ServiceNowunmatched
- Supplier Relationship Management (SRM)unmatched
- System Integration (SI)unmatched
- Technical/Engineering Designunmatched
- Telephonyunmatched
- Vendor/Supplier Relationsunmatched
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