Location
This is a hybrid role based in Dallas, TX.
About the Job You're Considering
Capgemini is seeking a Lead Product Manager - Contact Center AI & Customer Experience Platforms to drive the vision, strategy, and delivery of enterprise-scale contact center transformation initiatives leveraging Google Cloud Contact Center AI (CCAI), Gemini GECX, Dialogflow CX, and Generative AI technologies. This customer-facing role partners with business stakeholders, engineering teams, UX designers, and AI specialists to build intelligent voice and digital customer experiences while modernizing enterprise contact center ecosystems through AI-powered automation and analytics.
Your Role
• Define product vision, roadmap, and go-to-market strategy for Contact Center AI, automation, and generative AI capabilities.
• Lead product strategy for enterprise customer experience platforms across voice, chat, and digital engagement channels.
• Partner with engineering, UX, data science, and research teams to deliver scalable AI-powered customer service solutions.
• Design low-latency, highly secure voice and chat interaction architectures.
• Define, track, and optimize key performance metrics including Containment Rate, Average Handle Time (AHT), Customer Satisfaction (CSAT), and AI accuracy.
• Drive adoption of Google Cloud Contact Center AI (CCAI) and Gemini GECX capabilities across enterprise environments.
• Lead implementation of Virtual Agents capable of delivering end-to-end conversational containment across voice and chat channels.
• Define requirements and use cases for Agent Assist capabilities including real-time speech-to-text, live knowledge recommendations, and conversation summarization.
• Drive utilization of CCAI Insights for post-call analytics, sentiment tracking, churn analysis, and operational intelligence.
• Collaborate with stakeholders to identify opportunities for automation and customer experience optimization.
• Translate business requirements into scalable product roadmaps and AI solution architectures.
• Navigate complex integrations involving CRM platforms, telephony systems, and CCaaS solutions.
• Support integration with enterprise platforms including Salesforce, Genesys, Avaya, SIP, and WebRTC environments.
• Partner with architecture and engineering teams to ensure secure, scalable, and compliant implementations.
• Facilitate executive presentations, roadmap reviews, product planning sessions, and stakeholder workshops.
• Drive Agile delivery processes including backlog management, prioritization, sprint planning, and release governance.
• Collaborate with business leaders to establish measurable business outcomes and success criteria.
Your Skills and Experience
• At least 8+ years of experience in Product Management, Customer Experience Platforms, Contact Center Technologies, AI Solutions, or Enterprise Software Delivery.
• Strong experience defining and delivering Contact Center AI, Conversational AI, and Customer Experience transformation initiatives.
• Hands-on experience with Google Cloud Contact Center AI (CCAI), Gemini GECX, Dialogflow CX, and Vertex AI Agent Builder.
• Strong understanding of Conversational AI, Virtual Agents, Agent Assist, and AI-powered customer support solutions.
• Experience building and scaling voice and chat automation platforms within enterprise environments.
• Knowledge of Generative AI technologies, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and enterprise AI implementations.
• Experience defining and optimizing contact center KPIs including Containment Rate, AHT, CSAT, First Contact Resolution (FCR), and AI effectiveness metrics.
• Strong understanding of speech analytics, speech-to-text technologies, sentiment analysis, and customer interaction intelligence.
• Experience integrating AI solutions with CRM, CCaaS, telephony, and enterprise systems.
• Hands-on experience with platforms such as Salesforce, Genesys, Avaya, SIP, WebRTC, and customer engagement technologies.
• Strong understanding of enterprise architecture, security, compliance, scalability, and cloud-native application design.
• Experience working with Google Cloud Platform (GCP), Vertex AI, and cloud-based AI services.
• Proven ability to manage cross-functional teams and influence executive stakeholders.
• Experience collaborating with Engineering, UX, Data Science, Operations, and Business teams.
• Strong communication, stakeholder management, presentation, and problem-solving skills.
• Experience working in Agile and Scrum delivery environments.
• Bachelor's degree in Business, Computer Science, Engineering, Information Technology, or a related field.
• MBA, Master's degree, or relevant Product Management certifications are preferred.
#LI-SD1
The base compensation range for this role in the posted location is $101,140 to $182,624
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
