Project Manager Conversation Banking (Chat) Capco

10.0 - 20.0 years

25 - 35 Lacs

hyderabad, pune, bengaluru

Hybrid

Key Responsibilities Lead the Contact Center Transformation program , focusing on chat, chatbot, and voice bot implementation across digital banking channels (Mobile, Web). Partner with business, technology, and vendor teams to design and implement conversational AI solutions leveraging Gen AI, NLP, and NLU frameworks. Manage vendor relationships (e.g., RASA, Google Dialogflow, Poly AI, Sierra, Dyna) and ensure seamless integration with the banks technology landscape. Drive end-to-end program governance , including scope, budget, timelines, risk/RAID management, and stakeholder reporting. Collaborate with Product Owners, UX teams, and Business Analysts to ensure customer journey transformation aligns with strategic priorities. Oversee Agile delivery practices and ensure adherence to global delivery standards. Ensure compliance with regulatory, risk, and data privacy requirements across regions. Act as a thought leader, advising senior stakeholders on emerging conversational AI trends and best practices in digital customer engagement. Must-Have Skillsets Proven experience leading large-scale digital/contact center transformation programs in the banking or financial services domain. Strong expertise in Chat on Digital Journeys (Mobile, Web). Hands-on experience with Chatbot and Voice bot implementation , including AI/Gen AI-powered solutions. Deep knowledge of NLU frameworks : RASA, Google Dialog flow, Poly AI, Sierra, Dyna (or similar platforms). Strong stakeholder management and leadership skills with experience engaging CxO-level executives . Solid grounding in Agile/Scaled Agile delivery methodologies . Good-to-Have Skillsets Experience implementing RM chat solutions (e.g., WhatsApp, WeChat, or similar channels). Familiarity with Genesys Cloud Contact Center solutions. Prior experience in global delivery environments , handling multi-country or multi-regional rollouts. Knowledge of banking customer journeys and digital transformation best practices . Qualifications & Experience 12+ years of experience in project/program management with a strong focus on digital transformation and contact center technologies . Project management certifications (e.g., PMP, Prince2, SAFe, Agile Scrum Master) will be an added advantage.

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