Program Manager

Program Manager — Customer Retention AI Agent (Google CCAI)Location: Charlotte NCRate: $75 to $80Role 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 operationsManage vendor/SI relationships if a systems integrator or Google Cloud partner is involvedDefine 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 managementDrive integration planning across CRM, telephony/CCaaS, billing, and retention-offer systemsManage phased rollout strategy (pilot cohort ? regional ? full production) and post-launch optimization cyclesEscalate and resolve cross-team blockers; manage dependencies between engineering, data privacy/compliance, and business stakeholdersRequired Qualifications:10+ years of program/project management experience, including 3+ years managing AI/conversational AI, CX, or contact-center technology programsHands-on program delivery experience with Genesys Cloud CX (or comparable enterprise contact-center platform) environmentsWorking knowledge of Google Cloud Contact Center AI (CCAI) / Dialogflow CX, or strong aptitude to ramp quickly on the platformProven experience managing customer retention, churn-reduction, or customer experience transformation initiativesStrong stakeholder management skills — comfortable presenting to VP/C-level sponsors and running working sessions with engineersExperience with Agile/Scrum and hybrid delivery models; PMP, PgMP, or SAFe certification a plusFamiliarity with CRM (Salesforce/ServiceNow), telephony integrations, and data privacy considerations (PCI, PII) in contact center contextsNice to Have:Prior experience specifically launching a virtual agent / conversational AI bot into a live contact centerExperience with retention/loyalty program design (offers, save desks, win-back campaigns)Google Cloud certification (Professional Cloud Architect or CCAI-specific training)14.00 Years of Experience