AI Product Owner – Contact Center AI (GECX) Ontario, Canada (Hybrid)
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Key skills for this role
About the Role
We are seeking an experienced AI Product Owner with a strong background in Generative AI, Conversational AI, and Contact Center AI (CCaaS) to lead the product roadmap and delivery of AI-powered customer service solutions.
Key Skills for This Role
Responsibilities
- Lead the product roadmap and delivery of AI powered customer service solutions
- Work closely with engineering and business teams in an Agile environment
Requirements
- 10–15 years of overall IT experience
- 5+ years of experience as an AI/GenAI Product Owner or Product Manager
- Mandatory experience with Gemini Enterprise for Customer Experience (GECX)
- Strong experience with Contact Center AI (CCAI) / CCaaS platforms
- Hands on experience with Conversational AI, Generative AI, and Large Language Models (LLMs)
- Experience with IVR, Chatbots, Agent Assist, and Customer Service Automation
- Experience integrating AI solutions with CRM platforms (Salesforce, Dynamics 365, Zendesk, ServiceNow, etc.)
- Technical understanding of Python and/or JavaScript
- Strong experience with Agile/Scrum, Product Roadmaps, Backlog Management, User Stories, and Stakeholder Management
- Excellent communication and problem solving skills
Full Job Posting
Job Description
- We are looking for an experienced AI Product Owner with a strong background in Generative AI, Conversational AI, and Contact Center AI (CCaaS).
- The ideal candidate will lead the product roadmap and delivery of AI powered customer service solutions, working closely with engineering and business teams in an Agile environment.
Mandatory Skills
- 10–15 years of overall IT experience.
- 5+ years of experience as an AI/GenAI Product Owner or Product Manager.
- Gemini Enterprise for Customer Experience (GECX) – Mandatory.
- Strong experience with Contact Center AI (CCAI) / CCaaS platforms.
- Hands on experience with Conversational AI, Generative AI, and Large Language Models (LLMs).
- Experience with IVR, Chatbots, Agent Assist, and Customer Service Automation.
- Experience integrating AI solutions with CRM platforms (Salesforce, Dynamics 365, Zendesk, ServiceNow, etc.).
- Technical understanding of Python and/or JavaScript.
- Strong experience with Agile/Scrum, Product Roadmaps, Backlog Management, User Stories, and Stakeholder Management.
- Excellent communication and problem solving skills.
Preferred Skills
- Google Contact Center AI (CCAI)
- Dialogflow CX
- Google Vertex AI
- Genesys Cloud, Amazon Connect, NICE CXone, or Five9
- Experience in Customer Experience (CX) transformation projects
Duration
- 12 Months
Location
- Ontario, Canada (Hybrid)
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