Job Title: Product Owner, AI Agents
About the Role
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 Rogers’ AI-powered voice telephony and contact centre transformation, with responsibility for shaping, delivering, and continuously improving customer and frontline 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 Rogers brands, ensuring voice AI journeys are safe, scalable, measurable, and integrated into the broader contact centre and enterprise AI ecosystem.
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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
- Overall business outcomes
Squad Leadership
- Lead a cross-functional AI and Contact Centre Technology squad through the ideation, design, delivery, and launch of voice agentic experiences.
Discovery & Alignment
- Lead discovery sessions with cross-functional teams (Operations, Engineering, Customer Experience, etc.) to:
- Identify
- Prioritize
- 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
- Enterprise applications
Pay: From $60.00 per hour
Experience:
- GECX: 2 years (required)
- Product Owner: 5 years (preferred)
- Voice - AI : 3 years (preferred)
Work Location: In person
