Program Manager - Customer Retention AI Agent (Google CCAI) - W2 Only

Job Title: Program Manager Customer Retention AI Agent (Google CCAI) Location: Charlotte NC W2 Position Name Altitude ISDN IVR

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)