Position: Product Owner with AI Agents Experience
Location: Brampton, Canada. Onsite
Duration: Long Term Contract
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.
