Sr. Agentic AI Technical Program Manager with Salesforce Contact Center Voice

Job summary

Own end-to-end delivery of the customer call journey, from inbound telephony and AI voice self-service to contextual handoffs, real-time agent assistance, and automated CRM summaries. Manage vendor and implementation partners, validate estimates and scope, enforce commitments and service levels, and align technical teams and stakeholders around business outcomes.

Job details

About Company, Droisys is an innovation technology company focused on helping companies accelerate their digital initiatives from strategy and planning through execution. We leverage deep technical expertise, Agile methodologies, and data-driven intelligence to modernize systems of engagement and simplify human/tech interaction. Amazing things happen when we work in environments where everyone feels a true sense of belonging and when candidates have the requisite skills and opportunities to succeed. At Droisys, we invest in our talent and support career growth, and we are always on the lookout for amazing talent who can contribute to our growth by delivering top results for our clients. Join us to challenge yourself and accomplish work that matters. Here's the job details Sr. Agentic AI Technical Program Manager with Salesforce Contact Center Voice 100% remote in Nearshore (Canada) Rate $60 hr CAD Overview & Responsibilities: - Program Delivery: Own delivery of the end-to-end customer call journey, including inbound telephony, AI voice self-service, seamless handoffs to live agents with full context, real-time AI assistance, and automated CRM call summaries. - Technical Ownership: Manage and take technical ownership of vendor and implementation partner relationships. This includes pressure-testing estimates, challenging scope constraints, holding partners to committed dates and SLAs, and escalating issues with evidence. - Cross-Functional Alignment: Translate business outcomes (containment, AHT, CSAT, cost-to-serve) into clear technical requirements and acceptance criteria, while keeping internal engineering, contractor teams, and brand stakeholders aligned. Preferred Technology Experience: - NICE Cognigy (AI Agent and Agent Assist) - Five9 - Salesforce (including Agentforce Voice) - NICE Nexidia / Quality Central - NetSuite (a plus) Droisys is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. Droisys believes in diversity, inclusion, and belonging, and we are committed to fostering a diverse work environment

What you’ll do

Own end-to-end delivery of the customer call journey, from inbound telephony and AI voice self-service to contextual handoffs, real-time agent assistance, and automated CRM summaries. Manage vendor and implementation partners, validate estimates and scope, enforce commitments and service levels, and align technical teams and stakeholders around business outcomes.

Requirements

The role calls for senior technical program management experience coordinating complex AI-enabled contact center implementations and translating business goals into technical requirements and acceptance criteria. Preferred technology experience includes NICE Cognigy, Five9, Salesforce including Agentforce Voice, and NICE Nexidia or Quality Central; NetSuite is a plus.

Listed skills

• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Program Management
• Agentic AI
• Salesforce Contact Center Voice
• Program Delivery
• Inbound Telephony
• AI Voice Self-Service
• Live Agent Handoffs
• Real-Time AI Assistance
• Automated CRM Call Summaries
• Vendor Management
• Partner Management
• Technical Requirements
• Acceptance Criteria
• Cross-Functional Alignment
• Agile Methodologies
• Stakeholder Management

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Software
• Consulting

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