Position: Lead / Senior Technical Product Manager
Location: : Bothell, WA and Plano, TX
Duration: Long term contract
High-Level Role Summary:
We are looking for a Lead / Senior Technical Product Manager to support the implementation of Google's Customer Engagement Suite (CES / CCAI) across B2B contact center platforms. The individual will act as the bridge between business stakeholders, engineering, and vendors to deliver scalable AI-powered customer service solutions across voice, chat, and digital channels.
Key Requirements at a Glance:
- 5+ years in Product Management / Technical Program Management in enterprise-scale environments.
- Hands-on experience with Conversational AI, IVR systems, chatbots, or contact center platforms.
- Familiarity with Google CCAI, Dialogflow CX, GCP services, or similar tools.
- Strong understanding of contact center infrastructure (Genesys, Avaya, Twilio, Cisco, NICE) and CRM platforms (Salesforce, Zendesk).
- Excellent communication and ability to lead cross-functional teams and vendors.
Job Summary:
Skilled Product Manager (TPM) to support the implementation of Google's Customer Engagement Suite (CES, formerly CCAI) across B2B contact center platforms. This individual will serve as the bridge between business stakeholders, engineering, and vendor teams to deliver scalable, AI-powered customer service experiences across voice, chat, and digital channels.
Key Responsibilities:
- Lead implementation of Google CES across channels (e.g., voice / IVR, chat, proactive communications, and digital).
- Develop product vision and strategy by understanding current performance, customer needs, market trends, and competitive landscape, and then translate into user stories aligned with business and customer experience goals.
- Translate intents and call/chat flows into actionable product specs for development teams.
- Collaborate with Google Cloud partners, engineering, UX, QA, and operations to ensure timely and accurate implementation.
- Manage backlog and sprint priorities, ensuring a clear product roadmap with MVP and phased releases.
- Oversee integration with enterprise systems (CRM, telephony platforms, analytics, etc.).
- Monitor and report KPIs such as containment rate, call deflection, CSAT, and automation success rate.
- Drive testing and validation of conversational flows, NLU/NLP performance, and system integrations.
- Manage vendor relationships and coordinate with Google Cloud support and professional services.
- Document system configurations, design decisions, and product behavior for internal stakeholders.
Required Qualifications:
- Bachelor's degree (BS/BA) desired in Computer Science, IT-related fields, or Business.
- 5+ years of product management or technical program management experience, preferably in large enterprise environments.
- 2+ years working with Conversational AI, IVR systems, chatbots, or contact center platforms.
- Experience with Google CCAI, Dialogflow CX, Cloud Functions, Contact Center AI Platform (CCAI-P), or similar tools.
- Strong understanding of natural language understanding (NLU), intent modeling, and conversation design.
- Familiarity with contact center infrastructure (e.g., Genesys, Avaya, Twilio, Cisco, NICE) and CRM platforms (e.g., Salesforce, Zendesk).
- Ability to interpret analytics to drive iteration and improvement (containment rates, drop-offs, success rates).
- Excellent communication skills with ability to manage cross-functional teams and external vendors.
Preferred Qualifications:
- Experience with Google Cloud Platform (GCP) services and APIs.
- Technical background in software engineering, computer science, or systems integration.
- Knowledge of enterprise security, compliance, and privacy in contact center environments.
- Experience implementing Voice Biometrics, Live Agent Handoff, or Omnichannel Orchestration.
- Certification in product management or Google Cloud technologies a plus.
- Master's degree is a plus.
Vijaya Lakshmi
Lead Recruiter
Consulting | Staffing | Mobile & Web Solutions
Phone
|
21800 Haggerty Road, Suite 204 Northville, Michigan 48167
MBE Certified | E-Verify