Job Title:  Manager | Project Management (PMO) | Mumbai | Customer Strategy & Design

Manager - Tech PMO - Mumbai

Key Responsibilities:

1. Program Governance & Delivery

• Drive large-scale AI transformation programs across contact center operations (sales, service, collections)

• Establish and manage PMO governance frameworks (plans, RAID logs, KPIs, reporting cadence)

• Ensure on-time, on-budget delivery across multiple workstreams (AI, telephony, integration, operations)

• Manage dependencies across business, technology, and vendor teams

2. AI & Contact Center Transformation Oversight

• Oversee implementation of Conversational AI and Voice AI solutions

• Ensure alignment between AI models, conversation design, and business outcomes

• Track performance metrics such as containment rate, CSAT, AHT, automation rate

3. Platform & Technology Management

• Work closely with platforms such as:

• Kore.ai

• Genesys

• Avaya

• Coordinate integration with CRM, middleware, and enterprise systems

• Ensure scalability, security, and compliance of deployed solutions

4. Stakeholder & Vendor Management

• Act as the single point of contact for senior stakeholders (business, IT, operations)

• Manage multiple vendors including AI platform providers, system integrators, and telecom partners

• Drive executive reporting and steerco governance

5. Financial & Commercial Management

• Track program financials including budget, burn rate, and profitability

• Manage SOWs, change requests, and commercial negotiations

• Ensure alignment with business case and ROI targets

6. Risk, Compliance & Quality Assurance

• Proactively identify and mitigate delivery risks

• Ensure adherence to data privacy, regulatory, and AI governance frameworks

• Drive UAT, go-live readiness, and hyper care planning

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Required Qualifications

• Bachelor’s/Master’s degree in Engineering, Computer Science, or related field

• 7-10 years of experience in Program Management / PMO roles

• Strong experience in Contact Centre transformation or CCaaS programs

• Proven track record managing large, complex technology programs

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Preferred Skills & Experience

• Experience in Conversational AI / Voice AI implementations

• Familiarity with:

• NLU/NLP concepts, bot lifecycle, training, and optimization

• Contact center KPIs (AHT, FCR, CSAT, containment)

• Hands-on exposure to platforms like:

• Kore.ai

• Genesys

• Avaya

• Experience in Agile, DevOps, and AI delivery models

• PMP / PRINCE2 / Agile certifications preferred

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Key Competencies

• Strong program leadership and execution rigor

• Ability to bridge business, AI, and technology teams

• Excellent stakeholder management and communication skills

• Data-driven decision making and problem-solving mindset

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Success Metrics

• Program delivery within timeline, budget, and scope

• Measurable improvement in automation and CX metrics

• Successful deployment of scalable AI-driven contact center solutions

• High stakeholder satisfaction and adoption

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Nice-to-Have (Differentiators)

• Experience with GenAI / Agentic AI in contact centers

• Exposure to multi-lingual Voice AI deployments

• Prior experience in Banking, Telecom, or Healthcare domains