Product Owner (Agent Experience)

Capgemini • New York, NY

2d

About The Position

This role owns the conversational AI capability built on Kore.ai XO11 DialogGPT. The position is responsible for defining conversational standards, routing strategy, and prioritization to ensure scalable, high quality automation across service channels.

Requirements

• Proven experience designing conversational AI and LLM driven dialog systems
• Hands on experience with Kore.ai platform, preferably XO11
• Experience designing large scale voice and chat experiences
• Strong ability to translate business requirements into conversational designs
• Comfort operating in evolving AI and experimentation driven environments

Responsibilities

• Own end to end conversational AI capability design using Kore.ai XO11 DialogGPT
• Define dialog patterns, prompt standards, routing logic, and escalation frameworks
• Establish clear guidelines for when DialogGPT is used versus NLP or rules based flows
• Lead conversion strategy from legacy IVR and chat experiences to AI driven conversations
• Drive prioritization of intents, journeys, and enhancements based on business value and effort
• Partner with business, UX, engineering, and platform teams to guide delivery
• Review conversation analytics and transcripts to identify optimization opportunities
• Ensure consistency across voice and digital conversational experiences

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees