Lead Senior Technical Product Manager
Lead Senior Technical Product Manager
Posted on :
20-09-2025
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1 Vacancy
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Job Description
Position: Lead / Senior Technical Product Manager
Location: : Bothell WA and Plano TX
Duration: Long term contract
High-Level Role Summary:
We are looking for a Lead / Senior Technical Product Manager to support the implementation of Googles Customer Engagement Suite (CES / CCAI) across B2B contact center platforms. The individual will act as the bridge between business stakeholders engineering and vendors to deliver scalable AI-powered customer service solutions across voice chat and digital channels.
Key Requirements at a Glance:
- 5 years in Product Management / Technical Program Management in enterprise-scale environments.
- Hands-on experience with Conversational AI IVR systems chatbots or contact center platforms.
- Familiarity with Google CCAI Dialogflow CX GCP services or similar tools.
- Strong understanding of contact center infrastructure (Genesys Avaya Twilio Cisco NICE) and CRM platforms (Salesforce Zendesk).
- Excellent communication and ability to lead cross-functional teams and vendors.
Job Summary:
Skilled Product Manager (TPM) to support the implementation of Googles Customer Engagement Suite (CES formerly CCAI) across B2B contact center platforms. This individual will serve as the bridge between business stakeholders engineering and vendor teams to deliver scalable AI-powered customer service experiences across voice chat and digital channels.
Key Responsibilities:
- Lead implementation of Google CES across channels (e.g. voice / IVR chat proactive communications and digital).
- Develop product vision and strategy by understanding current performance customer needs market trends and competitive landscape and then translate into user stories aligned with business and customer experience goals.
- Translate intents and call/chat flows into actionable product specs for development teams.
- Collaborate with Google Cloud partners engineering UX QA and operations to ensure timely and accurate implementation.
- Manage backlog and sprint priorities ensuring a clear product roadmap with MVP and phased releases.
- Oversee integration with enterprise systems (CRM telephony platforms analytics etc.).
- Monitor and report KPIs such as containment rate call deflection CSAT and automation success rate.
- Drive testing and validation of conversational flows NLU/NLP performance and system integrations.
- Manage vendor relationships and coordinate with Google Cloud support and professional services.
- Document system configurations design decisions and product behavior for internal stakeholders.
Required Qualifications:
- Bachelors degree (BS/BA) desired in Computer Science IT-related fields or Business.
- 5 years of product management or technical program management experience preferably in large enterprise environments.
- 2 years working with Conversational AI IVR systems chatbots or contact center platforms.
- Experience with Google CCAI Dialogflow CX Cloud Functions Contact Center AI Platform (CCAI-P) or similar tools.
- Strong understanding of natural language understanding (NLU) intent modeling and conversation design.
- Familiarity with contact center infrastructure (e.g. Genesys Avaya Twilio Cisco NICE) and CRM platforms (e.g. Salesforce Zendesk).
- Ability to interpret analytics to drive iteration and improvement (containment rates drop-offs success rates).
- Excellent communication skills with ability to manage cross-functional teams and external vendors.
Preferred Qualifications:
- Experience with Google Cloud Platform (GCP) services and APIs.
- Technical background in software engineering computer science or systems integration.
- Knowledge of enterprise security compliance and privacy in contact center environments.
- Experience implementing Voice Biometrics Live Agent Handoff or Omnichannel Orchestration.
- Certification in product management or Google Cloud technologies a plus.
- Masters degree is a plus.
Employment Type
Full-time
Key Skills
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