Product Owner (AI Agents)

Job Description

You will create transformative voice telephony experiences that bring our brands to life and solve complex problems for our customers using the latest emerging technologies including Generative AI, Agentic AI frameworks, conversational AI, and speech-enabled automation. This role is focused on Google GECX as the core platform for the client's AI-powered voice telephony and contact centre transformation, with responsibility for shaping, delivering, and continuously improving customer and front-line experiences across IVR, IVA, voice routing, escalation, and agent-assist journeys. You will work across Customer Experience, Contact Centre Technology, Engineering, Digital, Security, Privacy, and vendor partners to drive strategy and execution across the client's brands, ensuring voice AI journeys are safe, scalable, measurable, and integrated into the broader contact centre and enterprise AI ecosystem.

Key Responsibilities

• Product Strategy: Define the strategy and roadmap for Google GECX-enabled voice AI experiences to improve customer experience, voice containment, call deflection, successful self-service, and overall business outcomes.

• Squad Leadership: Lead a cross-functional AI and contact centre technology squad through the ideation, design, delivery, and launch of voice agentic experiences.

• Discovery & Alignment: Lead discovery sessions with cross-functional teams (Operations, Engineering, CEX) to identify, prioritize, and validate new voice AI use cases, call journeys, and escalation paths.

• API & System Integration: Define requirements and manage integrations for connecting voice AI agents via APIs to contact centre platforms, CRM, routing, authentication, and enterprise systems to enable seamless transactional workflows.

• AI Safety & Guardrails: Design and operationalize AI guardrails, safety controls, fallback paths, and human handoff processes to ensure responsible, secure, and compliant voice AI experiences.

• Prompt & Journey Optimization: Perform prompt engineering, intent capture optimization, and continuous iteration on dialogue flows to improve task completion and customer experience.

• Testing & Validation: Support comprehensive testing methodologies, including AI Evals, scenario-based call testing, red-teaming, and regression testing before and after launch.

• Operations & Troubleshooting: Manage daily voice AI operations and production support, including monitoring call performance, troubleshooting call-flows, managing feedback loops, and driving continuous tuning and optimization.

• Analytics & KPIs: Evolve voice AI metrics to measure and improve key performance indicators (containment, transfer accuracy, escalation quality, AHT, repeat contact) through rigorous analytics and data-driven optimization.

What you will bring

• Bachelor's Degree in Computer Science, Engineering, Business, or a related field.

• 3+ Years of Product Management/Ownership Experience delivering products in Agile environments, with a strong focus on AI, machine learning, voice assistants, IVA/IVR, or contact centre technologies.

• Expertise in natural language processing (NLP/NLU), speech recognition, text-to-speech, intent recognition, and their application across front-line channels.

• Experience with API integrations, defining API consumption patterns, and partnering with engineering teams to connect AI agents to enterprise systems.

• Strong track record of improving KPIs and hitting targets across customer experience, voice containment, call deflection, AHT, and cost optimization.

• Experience using product analytics platforms, root-cause analysis, data-driven experimentation, and A/B testing to evaluate performance and drive post-implementation improvements.

• Excellent communication and presentation skills, with the expertise to translate complex AI and platform concepts into clear business rationale for executive audiences.

• High degree of curiosity, resourcefulness, and accountability when tackling complex technical, platform, and operational challenges.

• Collaborative mindset with the ability to solicit diverse perspectives (understanding the "why" and not just the "what") to align cross-functional teams around shared outcomes.

Preferred Skills

• Direct experience with Google GECX, Google CCAI, or Google CES, including the design, delivery, optimization, or migration of conversational voice AI.

• Hands-on experience with prompt engineering, AI Evals, AI operations, and red-teaming to improve model safety and reliability.

• Experience with Python, scripting, or technical experimentation.

• MBA or advanced degree.