Product Owner – AI Agents
Location: Brampton, Canada | Work Model: WFO
Contract: 12 Months plus
Experience: 10+ years overall, with 3+ years as an AI Product Owner
Job Description:
We are looking for a senior AI Product Owner to lead the strategy, development, and optimization of AI-powered voice/contact-centre experiences.
Mandatory Skills:
10+ years of Product/Project/Program Management experience.
3+ years as an AI Product Owner/Product Manager.
Strong experience in Generative AI, Agentic AI, Conversational AI, Voice AI, IVA/IVR or Contact Centre technologies.
Strong knowledge of NLP/NLU, speech recognition, Text-to-Speech (TTS), and intent recognition.
Experience with API integrations connecting AI agents with CRM, contact-centre, routing, authentication, and enterprise systems.
Hands-on experience with prompt engineering, AI guardrails, fallback mechanisms, and human handoff.
Experience with AI Evals, scenario-based testing, red-teaming, and regression testing.
Strong experience with product analytics, A/B testing, root-cause analysis, and KPI optimization.
Proven experience improving voice containment, call deflection, AHT, transfer accuracy, self-service, and customer experience.
Strong Agile, cross-functional squad leadership, stakeholder management, and executive communication skills.
Experience working closely with Engineering, Contact Centre, Customer Experience, Security, Privacy, and vendor teams.
