Job Title: T&T - Customer - CS&D - Manager | Customer Experience | Bengaluru
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Job Description:
Project Manager (Contact Center Transformation for Automated Self-service and Chat Channels)
Role Overview
We are seeking an experienced Project Manager to lead a large-scale Contact Center Transformation Program, with a strong focus on implementing digital and AI-driven customer engagement solutions. The ideal candidate will have hands-on experience managing projects that deliver chat journeys across mobile and web and implementing AI/Gen-AI based voicebot and chatbot solutions.
The Project Manager will be responsible for driving end-to-end project delivery—covering scoping, planning, execution, vendor coordination, stakeholder management, and ensuring successful adoption of next-gen contact center technologies.
Key Responsibilities
- Lead and manage the end-to-end delivery of chat and voice AI initiatives within the contact center transformation program.
- Drive the design, build, testing, and rollout of chat journeys on mobile and web platforms.
- Manage implementation of AI/Gen-AI powered voicebots and chatbots ensuring scalability, accuracy, and superior customer experience.
- Collaborate with cross-functional teams (business, IT, operations, vendors) to define requirements, timelines, and success metrics.
- Ensure integration of AI solutions with core contact center platforms (e.g., Genesys Cloud, CRM, WhatsApp APIs).
- Establish governance, track KPIs, and provide transparent reporting to leadership and stakeholders.
- Mitigate risks, manage dependencies, and resolve issues impacting program timelines or quality.
- Drive continuous improvement and innovation in customer engagement journeys.
Must-Have Skills & Experience
- Proven experience as a Project Manager in contact center transformation programs.
- Strong track record in implementing chat journeys on both mobile and web platforms.
- Demonstrated experience in AI/Gen-AI chatbot and voicebot implementations.
- Hands-on project experience with RASA, Google Dialogflow, PolyAI, Sierra, or Dyna.
- Strong stakeholder management, vendor coordination, and executive reporting skills.
- Solid understanding of customer experience, journey design, and contact center ecosystems.
- Excellent communication, leadership, and problem-solving abilities.
Good-to-Have Skills & Experience
- Exposure to RM tools such as WhatsApp Business APIs for customer engagement.
- Experience with Genesys Cloud CX platform.
- Familiarity with integration of AI-driven bots with CRM and omnichannel platforms.
- Knowledge of agile delivery frameworks in large transformation programs.
Qualifications
- Bachelor’s or master’s degree in computer science, Engineering, Business, or related field.
- PMP, PRINCE2, or Agile/Scrum certifications preferred.
- 8-12 years of overall experience, with at least 6 years in contact center transformation / AI chatbot-voicebot project delivery.
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