{"schemaVersion":"jobsearcher.job.v1","id":"79e80022bdd55a8839d89764","url":"https://jobsearcher.com/jobs/79e80022bdd55a8839d89764","canonicalUrl":"https://jobsearcher.com/jobs/79e80022bdd55a8839d89764","title":"Program Manager","description":"Program Manager — Customer Retention AI Agent (Google CCAI)Location: Charlotte NCRate: $75 to $80Role 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 operationsManage vendor/SI relationships if a systems integrator or Google Cloud partner is involvedDefine 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 managementDrive integration planning across CRM, telephony/CCaaS, billing, and retention-offer systemsManage phased rollout strategy (pilot cohort ? regional ? full production) and post-launch optimization cyclesEscalate and resolve cross-team blockers; manage dependencies between engineering, data privacy/compliance, and business stakeholdersRequired Qualifications:10+ years of program/project management experience, including 3+ years managing AI/conversational AI, CX, or contact-center technology programsHands-on program delivery experience with Genesys Cloud CX (or comparable enterprise contact-center platform) environmentsWorking knowledge of Google Cloud Contact Center AI (CCAI) / Dialogflow CX, or strong aptitude to ramp quickly on the platformProven experience managing customer retention, churn-reduction, or customer experience transformation initiativesStrong stakeholder management skills — comfortable presenting to VP/C-level sponsors and running working sessions with engineersExperience with Agile/Scrum and hybrid delivery models; PMP, PgMP, or SAFe certification a plusFamiliarity with CRM (Salesforce/ServiceNow), telephony integrations, and data privacy considerations (PCI, PII) in contact center contextsNice to Have:Prior experience specifically launching a virtual agent / conversational AI bot into a live contact centerExperience with retention/loyalty program design (offers, save desks, win-back campaigns)Google Cloud certification (Professional Cloud Architect or CCAI-specific training)14.00 Years of Experience","company":"Apolis","rawCompany":"apolis","city":"Charlotte","state":"NC","isRemote":false,"isActive":false,"createdAt":"2026-08-25T04:42:51.010Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"},{"code":"11-9151.00","title":"Social and Community Service Managers","slug":"social-and-community-service-managers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Manager","description":"Program Manager — Customer Retention AI Agent (Google CCAI)Location: Charlotte NCRate: $75 to $80Role 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 operationsManage vendor/SI relationships if a systems integrator or Google Cloud partner is involvedDefine 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 managementDrive integration planning across CRM, telephony/CCaaS, billing, and retention-offer systemsManage phased rollout strategy (pilot cohort ? regional ? full production) and post-launch optimization cyclesEscalate and resolve cross-team blockers; manage dependencies between engineering, data privacy/compliance, and business stakeholdersRequired Qualifications:10+ years of program/project management experience, including 3+ years managing AI/conversational AI, CX, or contact-center technology programsHands-on program delivery experience with Genesys Cloud CX (or comparable enterprise contact-center platform) environmentsWorking knowledge of Google Cloud Contact Center AI (CCAI) / Dialogflow CX, or strong aptitude to ramp quickly on the platformProven experience managing customer retention, churn-reduction, or customer experience transformation initiativesStrong stakeholder management skills — comfortable presenting to VP/C-level sponsors and running working sessions with engineersExperience with Agile/Scrum and hybrid delivery models; PMP, PgMP, or SAFe certification a plusFamiliarity with CRM (Salesforce/ServiceNow), telephony integrations, and data privacy considerations (PCI, PII) in contact center contextsNice to Have:Prior experience specifically launching a virtual agent / conversational AI bot into a live contact centerExperience with retention/loyalty program design (offers, save desks, win-back campaigns)Google Cloud certification (Professional Cloud Architect or CCAI-specific training)14.00 Years of Experience","datePosted":"2026-08-25T04:42:51.010Z","dateModified":"2026-08-25T04:42:51.010Z","hiringOrganization":{"@type":"Organization","name":"Apolis","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Charlotte","addressRegion":"NC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"79e80022bdd55a8839d89764"},"url":"https://jobsearcher.com/jobs/79e80022bdd55a8839d89764"}}