Job Description
You will create transformative voice telephony experiences that bring our brands to life and solve complex problems for our customers using the latest emerging technologies—including Generative AI, Agentic AI frameworks, conversational AI, and speech-enabled automation. This role is focused on Google GECX as the core platform for client’s AI-powered voice telephony and contact centre transformation, with responsibility for shaping, delivering, and continuously improving customer and front-line experiences across IVR, IVA, voice routing, escalation, and agent-assist journeys. You will work across Customer Experience, Contact Centre Technology, Engineering, Digital, Security, Privacy, and vendor partners to drive strategy and execution across client’s brands, ensuring voice AI journeys are safe, scalable, measurable, and integrated into the broader contact centre and enterprise AI ecosystem.
Key Responsibilities
- Product Strategy: Define the strat...