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Google

Global Accommodations Lead, Benefits

Boulder, CO · On-site

$16 - $22/hr

Bachelor's degree or equivalent practical experience. * 4 years of experience in HR, Benefits, or ... Our mission is to power Google's talent strategy by providing engaging programs that attract ...

Wesleyan

Temporary Digital Marketing Manager

Middletown, CT · On-site +1

$35 - $40/hr

Help create and update reporting dashboards using University Google (Looker) Dashboards and related ... Pay Range : $35.00 - $40.00/hr. Work Location: On Campus All offers to external applicants are ...

SLR Search

Legal Assistant

Philadelphia, PA · Hybrid

$21 - $26/hr

Legal Assistant Benefits -- Starting Salary targeting $21.00-$26.00/hr -- 100% employer-covered ... managing Google Workspace, Adobe Acrobat, and professional multi-line calendar management.

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Program Manager - Customer Retention AI Agent (Google CCAI) @ Charlotte NC

Diverse Lynx

Charlotte, NC • On-site

$55 - $60/hr

Other

Posted 28 days ago

Job description

Position: Program Manager - Customer Retention AI Agent (Google CCAI)
Location: Charlotte NC
Type: Contract W2
Rate: $55-$60/hr on W2
Role Summary
We're looking for a seasoned Program Manager to lead the end-to-end delivery of a customer retention agent built on Google's Contact Center AI (CCAI) / Dialogflow CX platform. This is a cross-functional program spanning conversational design, engineering, data, and CX operations - you'll own scope, timeline, risk, and stakeholder alignment from discovery through production launch and scale.
Key Responsibilities
• Own the program roadmap, milestones, and delivery cadence for the retention agent build (discovery → design → build → pilot → GA)
• Coordinate cross-functional squads: conversational designers, Dialogflow CX/CCAI engineers, data/ML teams, QA, and contact center operations
• Manage vendor/SI relationships if a systems integrator or Google Cloud partner is involved
• Define and track program KPIs (containment rate, retention lift, deflection rate, CSAT/NPS impact, AHT reduction)
• Run governance: steering committee updates, RAID logs, budget tracking, and change management
• Drive integration planning across CRM, telephony/CCaaS, billing, and retention-offer systems
• Manage phased rollout strategy (pilot cohort → regional → full production) and post-launch optimization cycles
• Escalate and resolve cross-team blockers; manage dependencies between engineering, data privacy/compliance, and business stakeholders
Required Qualifications
• 10+ years of program/project management experience, including 3+ years managing AI/conversational AI, CX, or contact-center technology programs
• Hands-on program delivery experience with Genesys Cloud CX (or comparable enterprise contact-center platform) environments
• Working knowledge of Google Cloud Contact Center AI (CCAI) / Dialogflow CX, or strong aptitude to ramp quickly on the platform
• Proven experience managing customer retention, churn-reduction, or customer experience transformation initiatives
• Strong stakeholder management skills - comfortable presenting to VP/C-level sponsors and running working sessions with engineers
• Experience with Agile/Scrum and hybrid delivery models; PMP, PgMP, or SAFe certification a plus
• Familiarity with CRM (Salesforce/ServiceNow), telephony integrations, and data privacy considerations (PCI, PII) in contact center contexts
Nice to Have
• Prior experience specifically launching a virtual agent / conversational AI bot into a live contact center
• Experience with retention/loyalty program design (offers, save desks, win-back campaigns)
• Google Cloud certification (Professional Cloud Architect or CCAI-specific training)
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
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About Diverse Lynx

Sourced by ZipRecruiter

Diverse Lynx, based in Princeton, NJ, US, is a reputable company in the Information Technology sector. The firm, as reflected through its website diverselynx.com, specializes in delivering comprehensive IT solutions. These solutions range from IT consulting to robust digital transformation strategies, IT staffing, and full-time placements services. The company was established in 2008, and it prides itself on providing simplified, efficient technology solutions designed to meet the unique needs of each client.

Industry

It services

Company size

51 - 200 Employees

Headquarters location

Princeton, NJ, US

Year founded

2002

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