AI Product Owner – Contact Center AI (Google CCAI/GECX)

About the job
AI Product Owner – Contact Center AI (Google CCAI/GECX)

Location: Remote

Job Type: Contract

Job Overview

We are seeking an experienced AI Product Owner with a strong background in Contact Center AI, Conversational AI, and Generative AI to lead the strategy, roadmap, and delivery of next-generation customer experience solutions. The ideal candidate will have extensive experience working with Google Contact Center AI (CCAI/GECX) and a proven ability to deliver enterprise-scale AI products that improve customer experience, agent productivity, and operational efficiency.

This is an exciting opportunity to work on cutting-edge AI initiatives within a large telecommunications environment, collaborating with cross-functional teams to drive digital transformation.

Key Responsibilities

Own the product vision, roadmap, backlog, and end-to-end delivery of AI-powered Contact Center solutions.
Define product strategy aligned with business objectives and customer experience goals.
Collaborate with business stakeholders, architects, engineering, UX, QA, and operations teams to deliver high-quality AI solutions.
Gather business requirements and translate them into user stories, acceptance criteria, and prioritized product backlogs.
Drive implementation of Conversational AI solutions using Google Contact Center AI technologies.
Evaluate and implement Generative AI and Large Language Model (LLM) capabilities to enhance customer and agent experiences.
Work closely with development teams throughout Agile/Scrum delivery cycles, including sprint planning, backlog refinement, reviews, and retrospectives.
Define KPIs, measure product success, and continuously optimize AI solutions using data-driven insights.
Assess emerging AI technologies and recommend innovative solutions that deliver measurable business value.
Required Qualifications

10+ years of overall technology experience.
Minimum 5+ years of experience in Product Ownership, Contact Center AI, or Conversational AI.
Strong experience with Google Contact Center AI (CCAI/GECX).
Hands-on experience with:
Dialogflow CX
Vertex AI
Agent Assist
Agent Studio
Conversational AI platforms
Experience working with:
Large Language Models (LLMs)
Generative AI
Prompt Engineering
Natural Language Processing (NLP)
Strong understanding of REST APIs and enterprise system integrations.
Technical familiarity with Python and JavaScript.
Experience with Agile/Scrum methodologies and product management tools such as Jira and Confluence.
Excellent stakeholder management, communication, and leadership skills.
Preferred Qualifications

Experience within Telecommunications or large enterprise Contact Center environments.
Experience evaluating AI platforms such as Google Gemini and Anthropic Claude.
Google Cloud Platform (GCP) experience or certifications.
Product Owner certification (CSPO, PSPO, or equivalent) is a plus.