Program Manager Customer Retention AI Agent; Google CCAI

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/Service Now), 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)