Project Manager (MNC Bank Contact Centre Automation & Digital Transformation) CJC SmartHire

8.0 - 12.0 years

0 Lacs

Bengaluru, Karnataka, India

On-site

Title: Project Manager Channels (Contact Centre Automation & Digital Transformation) Location: Pune / Bangalore/ Hyderabad Employment Type: Full-time On the rolls of a Big 4 consulting firm , deployed to a leading MNC Bank in India About the Role We are seeking a highly skilled Project Manager with strong expertise in Contact Centre Automation and Digital Transformation to work on strategic initiatives for a leading MNC Bank in India . The selected candidate will be employed with our consulting firm and will work closely with the banks technology teams to deliver global customer experience transformation projects. Key Responsibilities Lead the delivery of contact centre automation initiatives including IVR optimisation, chatbots, voicebots, conversational AI, and speech analytics. Drive digital transformation projects to enhance customer experience, reduce operational costs, and improve service efficiency. Collaborate with cross-functional teams across technology, operations, and vendors to deliver projects within agreed scope, timelines, and budget. Implement AI/ML-driven solutions for customer engagement, sentiment analysis, and intelligent routing. Manage stakeholders at multiple levels, ensuring alignment with strategic objectives. Oversee vendor partnerships for contact centre technology platforms (Genesys, Amazon Connect, Avaya, NICE inContact, etc.). Track and report on KPIs such as Average Handle Time (AHT), First Contact Resolution (FCR), and automation adoption rates. Required Skills & Experience 812 years total IT / Digital Project Management experience. 45 years dedicated experience in Contact Centre Transformation / Automation projects . Strong understanding of omnichannel contact centre platforms (Genesys, Amazon Connect, Avaya, NICE inContact, Cisco UCCE, etc.). Familiarity with AI/ML applications in contact centres NLP, conversational AI, sentiment analysis. Proven experience delivering large-scale digital transformation projects in BFSI or telecom sectors. Strong vendor management, contract negotiation, and Agile project delivery skills. Excellent communication, presentation, and stakeholder management abilities. Qualifications Bachelors degree in Computer Science, IT, Electronics, or related field (mandatory). MBA or relevant masters degree preferred. Project Management Certification (PMP / PRINCE2) required. Agile certification (CSM, PMI-ACP, SAFe) desirable. Why Join Us Work with a leading MNC Bank on high-impact, global technology initiatives. Be part of a consulting firm known for career growth and skill development . Exposure to cutting-edge digital, AI, and automation projects in financial services. To Apply: Send your CV to [HIDDEN TEXT] with subject line: Application Channels PM (Contact Centre Automation) #ProjectManager #ContactCenter #MNCBank #GlobalTechCenter #GlobalTechnologyCenter #Automation #DigitalTransformation #AIML #AML #Big4 #Techjobs #Pune #Bangalore #Hyderabad Show more Show less

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