Program Manager | Charlotte, NC
Job in
Charlotte, Mecklenburg County, North Carolina, 28245, USA
Listed on 2026-07-15
Listing for:
Healthcare Triangle, Inc.
Contract
position Listed on 2026-07-15
Job specializations:
-
IT/Tech
CRM System, AI Business & Operations, Change Management, IT Project Manager
Job Description & How to Apply Below
Program Manager Customer Retention AI Agent (Google CCAI)
Location:
Charlotte, NC | Duration:
Long-term Contract
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
- 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/Service Now), telephony integrations, and data privacy considerations (PCI, PII) in contact center contexts
- 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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