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Product Owner (AI Agents)
TechDoQuest
Brampton, CAN
Contract
Senior
2 weeks ago
Product ManagementGenerative AIAgentic AIConversational AIGoogle GECXNLP/NLU
Free
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Product ManagementGenerative AIAgentic AI
About the Role
TechDoQuest seeks a Product Owner to lead AI-powered voice telephony experiences using Google GECX and Generative AI. You will define strategy, lead a cross-functional squad, and optimize conversational AI journeys for contact centre transformation.
Key Skills for This Role
Product ManagementGenerative AIAgentic AIConversational AIGoogle GECXNLP/NLU
Responsibilities
- Define strategy and roadmap for Google GECX enabled voice AI experiences
- Lead cross functional AI and contact centre technology squad through ideation, design, delivery, and launch of voice agentic experiences
- Lead discovery sessions with cross functional teams to identify, prioritize, and validate new voice AI use cases
- Define requirements and manage integrations for connecting voice AI agents via APIs to contact centre platforms, CRM, routing, authentication, and enterprise systems
- Design and operationalize AI guardrails, safety controls, fallback paths, and human handoff processes
- Perform prompt engineering, intent capture optimization, and continuous iteration on dialogue flows
- Support comprehensive testing methodologies including AI Evals, scenario based call testing, red teaming, and regression testing
- Manage daily voice AI operations and production support, including monitoring call performance and troubleshooting call flows
- Evolve voice AI metrics to measure and improve KPIs through analytics and data driven optimization
Requirements
- Bachelor's degree in Computer Science, Engineering, Business, or related field
- 3+ years product management/ownership experience in Agile environments with focus on AI, ML, voice assistants, IVA/IVR, or contact centre technologies
- Expertise in NLP/NLU, speech recognition, text to speech, intent recognition
- Experience with API integrations and partnering with engineering teams
- Strong track record of improving KPIs in customer experience, voice containment, call deflection, AHT, and cost optimization
- Experience with product analytics platforms, root cause analysis, data driven experimentation, and A/B testing
- Excellent communication and presentation skills
- High degree of curiosity, resourcefulness, and accountability
- Collaborative mindset
Full Job Posting
About the Role
- Create transformative voice telephony experiences using Generative AI, Agentic AI frameworks, conversational AI, and speech enabled automation.
- Focus on Google GECX as the core platform for AI powered voice telephony and contact centre transformation.
- Work across Customer Experience, Contact Centre Technology, Engineering, Digital, Security, Privacy, and vendor partners.
Key Responsibilities
- Define strategy and roadmap for Google GECX enabled voice AI experiences.
- Lead a cross functional AI and contact centre technology squad through ideation, design, delivery, and launch.
- Lead discovery sessions with cross functional teams to identify and validate new voice AI use cases.
- Define requirements and manage integrations for connecting voice AI agents via APIs.
- Design and operationalize AI guardrails, safety controls, fallback paths, and human handoff processes.
- Perform prompt engineering, intent capture optimization, and continuous iteration on dialogue flows.
- Support comprehensive testing methodologies including AI Evals, scenario based call testing, red teaming, and regression testing.
- Manage daily voice AI operations and production support.
- Evolve voice AI metrics to measure and improve KPIs.
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 focus on AI, ML, voice assistants, IVA/IVR, or contact centre technologies.
- Expertise in NLP/NLU, speech recognition, text to speech, intent recognition.
- Experience with API integrations and partnering with engineering teams.
- Strong track record of improving KPIs 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.
- Excellent communication and presentation skills.
- High degree of curiosity, resourcefulness, and accountability.
- Collaborative mindset.
Preferred Skills
- Direct experience with Google GECX, Google CCAI, or Google CES.
- Hands on experience with prompt engineering, AI Evals, AI operations, and red teaming.
- Experience with Python, scripting, or technical experimentation.
- MBA or advanced degree.
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