Experience: 8+ years (3+ years with CCAI or Conversational AI) We are seeking a Product Owner with hands-on experience in Google Contact Center AI (CCAI) to lead AI-driven customer experience initiatives. The role owns the product vision, backlog, and delivery of virtual agents, agent assist, and IVR solutions across voice and digital channels. Key Responsibilities: Own and manage the CCAI product backlog (Dialogflow CX/ES, Agent Assist) Translate business requirements into user stories & acceptance criteria Design and optimize IVR, chatbot, and virtual agent journeys Work closely with GCP architects, AI engineers, and CX teams Drive call deflection, AHT reduction, CSAT improvement Required Skills & Experience Strong experience with Google CCAI platform Experience integrating with CCaaS platforms (Genesys, Five9, NICE, Avaya) API & webhook integrations with CRM systems (Salesforce, Zendesk) Agile/Scrum Product Ownership experience Strong analytical and stakeholder management skills Nice to Have Google Cloud Platform (GCP) certification Multilingual bot design Experience with GenAI / LLM-based agent assist AI governance, security, and compliance exposure
Job Title
Product Owner – Google CCAI (Contact Center AI)