Senior Technical PM - GECX

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Location This is a hybrid role based in Dallas, TX.About the Job You're Considering Capgemini is seeking a Lead Product Manager – Contact Center AI & Customer Experience Platforms to drive the vision, strategy, and delivery of enterprise-scale contact center transformation initiatives leveraging Google Cloud Contact Center AI (CCAI), Gemini GECX, Dialogflow CX, and Generative AI technologies. This customer-facing role partners with business stakeholders, engineering teams, UX designers, and AI specialists to build intelligent voice and digital customer experiences while modernizing enterprise contact center ecosystems through AI-powered automation and analytics.

Your Role
• Define product vision, roadmap, and go-to-market strategy for Contact Center AI, automation, and generative AI capabilities.
• Lead product strategy for enterprise customer experience platforms across voice, chat, and digital engagement channels.
• Partner with engineering, UX, data science, and research teams to deliver scalable AI-powered customer service solutions.
• Design low-latency, highly secure voice and chat interaction architectures.
• Define, track, and optimize key performance metrics including Containment Rate, Average Handle Time (AHT), Customer Satisfaction (CSAT), and AI accuracy.
• Drive adoption of Google Cloud Contact Center AI (CCAI) and Gemini GECX capabilities across enterprise environments.
• Lead implementation of Virtual Agents capable of delivering end-to-end conversational containment across voice and chat channels.
• Define requirements and use cases for Agent Assist capabilities including real-time speech-to-text, live knowledge recommendations, and conversation summarization.
• Drive utilization of CCAI Insights for post-call analytics, sentiment tracking, churn analysis, and operational intelligence.
• Collaborate with stakeholders to identify opportunities for automation and customer experience optimization.
• Translate business requirements into scalable product roadmaps and AI solution architectures.
• Navigate complex integrations involving CRM platforms, telephony systems, and CCaaS solutions.
• Support integration with enterprise platforms including Salesforce, Genesys, Avaya, SIP, and WebRTC environments.
• Partner with architecture and engineering teams to ensure secure, scalable, and compliant implementations.
• Facilitate executive presentations, roadmap reviews, product planning sessions, and stakeholder workshops.
• Drive Agile delivery processes including backlog management, prioritization, sprint planning, and release governance.
• Collaborate with business leaders to establish measurable business outcomes and success criteria.

Your Skills and Experience
• At least 8+ years of experience in Product Management, Customer Experience Platforms, Contact Center Technologies, AI Solutions, or Enterprise Software Delivery.
• Strong experience defining and delivering Contact Center AI, Conversational AI, and Customer Experience transformation initiatives.
• Hands-on experience with Google Cloud Contact Center AI (CCAI), Gemini GECX, Dialogflow CX, and Vertex AI Agent Builder.
• Strong understanding of Conversational AI, Virtual Agents, Agent Assist, and AI-powered customer support solutions.
• Experience building and scaling voice and chat automation platforms within enterprise environments.
• Knowledge…