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

Saransh Inc; Charlotte (NC); On-site; USD 130,000 - 190,000; Full time

Job summary

Altitude ISDN IVR seeks a seasoned Program Manager to lead an end-to-end customer retention agent built on Google CCAI. You will own scope, timeline, risk, and stakeholder alignment across design, engineering, data, and CX operations.

You will drive the program roadmap, coordinate cross-functional squads, manage vendor relationships, and track KPIs to reduce churn and improve CSAT while integrating with CRM and telephony systems.

Qualifications

• 10+ years of program management experience, including 3+ years in AI/conversational AI or CX programs.
• Hands-on delivery experience with Genesys Cloud CX environments.
• Working knowledge of Google Cloud CCAI / Dialogflow CX, or ability to ramp quickly on the platform.
• Proven experience managing customer retention, churn-reduction, or CX transformation initiatives.
• Strong stakeholder management skills, comfortable presenting to VP/C-level sponsors.
• Experience with Agile/Scrum; PMP, PgMP, or SAFe certification a plus.
• Familiarity with CRM (Salesforce/ServiceNow) and data privacy considerations in contact center contexts.

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 (retention lift, 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 and post-launch optimization cycles
• Escalate and resolve blockers; manage dependencies between engineering, privacy/compliance, and stakeholders

Skills

Program management

AI/Conversational AI

Stakeholder management

Agile/Scrum

Executive communication

Vendor management

Tools

Genesys Cloud CX

Dialogflow CX/CCAI

CRM integrations

Job description

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)