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Product Owner (AI Agents)
N2P Systems
Toronto, CAN
Contract
Mid
Yesterday
Product ManagementGenerative AIConversational AIGoogle GECXAPI IntegrationPrompt Engineering
Free
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Product ManagementGenerative AIConversational AI
About the Role
N2P Systems seeks a Product Owner to lead AI-powered voice telephony experiences using Google GECX and Generative AI. The role defines strategy, manages a cross-functional squad, and optimizes conversational AI journeys for customer experience and containment.
Key Skills for This Role
Product ManagementGenerative AIConversational AIGoogle GECXAPI IntegrationPrompt Engineering
Responsibilities
- Define strategy and roadmap for Google GECX enabled voice AI experiences to improve customer experience, containment, and deflection
- Lead a cross functional AI and Contact Centre Technology squad through ideation, design, delivery, and launch
- Lead discovery sessions to identify, prioritize, and validate new voice AI use cases
- Define requirements and manage integrations connecting voice AI agents via APIs to contact centre platforms, CRM, routing, authentication, and enterprise apps
- Design and operationalize AI guardrails, safety controls, fallback paths, and human handoff processes
- Perform prompt engineering, intent optimization, and continuous dialogue flow improvements
- Support comprehensive testing including AI evaluations, scenario based call testing, red teaming, and regression testing
- Manage day to day voice AI production operations including performance monitoring, troubleshooting, and tuning
- Develop and improve AI performance metrics such as voice containment, transfer accuracy, AHT, and repeat contact rate
Requirements
- Experience in product management for AI or contact centre solutions
- Knowledge of Google GECX or similar voice AI platforms
- Experience with API and system integration
- Strong understanding of conversational AI design and optimization
- Ability to lead cross functional squads
- Analytical skills for KPI development and optimization
Full Job Posting
About the Role
- You will create transformative voice telephony experiences that bring our brands to life and solve complex problems for our customers using Generative AI, Agentic AI frameworks, Conversational AI, and speech enabled automation.
- This role is focused on Google GECX as the core platform for Rogers’ AI powered voice telephony and contact centre transformation.
- You will work across Customer Experience, Contact Centre Technology, Engineering, Digital, Security, Privacy, and vendor partners.
Key Responsibilities
- Product Strategy: Define the strategy and roadmap for Google GECX enabled voice AI experiences to improve customer experience, voice containment, call deflection, self service success, and business outcomes.
- Squad Leadership: Lead a cross functional AI and Contact Centre Technology squad through ideation, design, delivery, and launch of voice agentic experiences.
- Discovery & Alignment: Lead discovery sessions with cross functional teams to identify, prioritize, and validate new voice AI use cases, customer journeys, and escalation paths.
- API & System Integration: Define requirements and manage integrations connecting voice AI agents via APIs to Contact Centre platforms, CRM systems, routing platforms, authentication services, and enterprise applications.
- AI Safety & Guardrails: Design and operationalize AI guardrails, safety controls, fallback paths, and human handoff processes to ensure responsible, secure, and compliant AI experiences.
- Prompt & Journey Optimization: Perform prompt engineering, intent optimization, and continuous dialogue flow improvements to improve task completion and customer experience.
- Testing & Validation: Support comprehensive testing including AI evaluations, scenario based call testing, red teaming, and regression testing before and after launch.
- Operations & Troubleshooting: Manage day to day voice AI production operations including performance monitoring, troubleshooting call flows, feedback management, and continuous tuning and optimization.
- Analytics & KPIs: Develop and improve AI performance metrics including voice containment, transfer accuracy, escalation quality, Average Handle Time (AHT), and repeat contact rate through rigorous analytics and data driven optimization.
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