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.

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

AI Safety & Guardrails

• Design and operationalize:
• AI guardrails
• Safety controls
• Fallback paths
• Human handoff processes

to ensure responsible, secure, and compliant AI experiences.

Prompt & Journey Optimization

• Perform:
• Prompt engineering
• Intent optimization
• Continuous dialogue flow improvements to improve task completion and customer experience.

Testing & Validation

• Support comprehensive testing including:
• AI evaluations
• Scenario-based call testing
• Red-teaming
• Regression testing

before and after launch.

Operations & Troubleshooting

• Manage day-to-day voice AI production operations including:
• Performance monitoring
• Troubleshooting call flows
• Feedback management
• Continuous tuning and optimization

Analytics & KPIs

• Develop and improve AI performance metrics including:
• Voice containment
• Transfer accuracy
• Escalation quality
• Average Handle Time (AHT)
• Repeat contact rate through rigorous analytics and data-driven optimization.