Senior Technical PM - GECX
About The Position
Capgemini is seeking a Lead Product Manager to drive the vision, strategy, and delivery of enterprise-scale contact center transformation initiatives using Google Cloud Contact Center AI (CCAI), Gemini GECX, Dialogflow CX, and generative AI. This customer-facing role partners with business stakeholders, engineering teams, UX designers, and AI specialists to build intelligent voice and digital customer experiences and modernize enterprise contact center ecosystems through AI-powered automation and analytics. The role is hybrid and based in Dallas, Texas. The position defines product vision, roadmaps, and go-to-market strategy for contact center AI and customer experience platforms across voice, chat, and digital channels. It leads implementation and adoption of virtual agents, agent-assist capabilities, and CCAI Insights, while translating business needs into scalable product roadmaps and AI solution architectures. The role also oversees Agile delivery, stakeholder engagement, integrations with enterprise systems, and measurement of customer service and AI performance outcomes.
Requirements
- At least 8 years of experience in Product Management, Customer Experience Platforms, Contact Center Technologies, AI Solutions, or Enterprise Software Delivery.
- Strong experience defining and delivering Contact Center AI, Conversational AI, and Customer Experience transformation initiatives.
- Hands-on experience with Google Cloud Contact Center AI (CCAI), Gemini GECX, Dialogflow CX, and Vertex AI Agent Builder.
- Strong understanding of Conversational AI, virtual agents, agent assist, and AI-powered customer support solutions.
- Experience building and scaling voice and chat automation platforms in enterprise environments.
- Knowledge of generative AI technologies, large language models (LLMs), retrieval-augmented generation (RAG), and enterprise AI implementations.
- Experience defining and optimizing contact center KPIs, including Containment Rate, AHT, CSAT, First Contact Resolution (FCR), and AI effectiveness metrics.
- Strong understanding of speech analytics, speech-to-text technologies, sentiment analysis, and customer interaction intelligence.
- Experience integrating AI solutions with CRM, CCaaS, telephony, and enterprise systems.
- Hands-on experience with Salesforce, Genesys, Avaya, SIP, WebRTC, and customer engagement technologies.
- Strong understanding of enterprise architecture, security, compliance, scalability, and cloud-native application design.
- Experience working with Google Cloud Platform (GCP), Vertex AI, and cloud-based AI services.
- Proven ability to manage cross-functional teams and influence executive stakeholders.
- Experience collaborating with Engineering, UX, Data Science, Operations, and Business teams.
- Strong communication, stakeholder management, presentation, and problem-solving skills.
- Experience working in Agile and Scrum delivery environments.
- Bachelor's degree in Business, Computer Science, Engineering, Information Technology, or a related field.
Nice To Haves
- MBA, master's degree, or relevant Product Management certifications.
Responsibilities
- Define product vision, roadmap, and go-to-market strategy for contact center AI, automation, and generative AI capabilities.
- Lead product strategy for enterprise customer experience platforms across voice, chat, and digital engagement channels.
- Partner with engineering, UX, data science, and research teams to deliver scalable AI-powered customer service solutions.
- Design low-latency, highly secure voice and chat interaction architectures.
- Define, track, and optimize metrics including Containment Rate, Average Handle Time (AHT), Customer Satisfaction (CSAT), and AI accuracy.
- Drive adoption of Google Cloud Contact Center AI (CCAI) and Gemini GECX capabilities across enterprise environments.
- Lead implementation of virtual agents for end-to-end conversational containment across voice and chat channels.
- Define requirements and use cases for agent-assist capabilities, including real-time speech-to-text, live knowledge recommendations, and conversation summarization.
- Drive use of CCAI Insights for post-call analytics, sentiment tracking, churn analysis, and operational intelligence.
- Collaborate with stakeholders to identify opportunities for automation and customer experience optimization.
- Translate business requirements into scalable product roadmaps and AI solution architectures.
- Navigate integrations involving CRM platforms, telephony systems, and CCaaS solutions.
- Support integration with Salesforce, Genesys, Avaya, SIP, and WebRTC environments.
- Partner with architecture and engineering teams to ensure secure, scalable, and compliant implementations.
- Facilitate executive presentations, roadmap reviews, product planning sessions, and stakeholder workshops.
- Drive Agile delivery processes, including backlog management, prioritization, sprint planning, and release governance.
- Collaborate with business leaders to establish measurable business outcomes and success criteria.
Benefits
- Paid time off, including 12–25 vacation days depending on employee grade, company-paid holidays, personal days, and sick leave.
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada).
- Retirement savings plans, such as a 401(k) in the U.S. or RRSP in Canada.
- Life and disability insurance.
- Employee assistance programs.
- Other benefits as provided by local policy and eligibility.
- The role may be eligible for variable incentives, bonuses, or commissions, depending on the position and applicable laws.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
