Project Manager - Contact Center Automation

Project Manager

Work location:

Work setting:

We are looking for a strategic and technically adept Channels Project Manager to lead initiatives

within our Digital Banking Transformation program. The role is responsible for delivering Contact

Center Automation, AI/ML-driven customer engagement solutions, and digital self-service

channels aligned with regulatory requirements and customer experience standards in the banking

sector.

Key Responsibilities:

• Lead the end-to-end delivery of digital customer interaction projects across voice, chat, mobile, and online banking platforms.
• Implement AI/ML-enabled contact center solutions, including virtual assistants, conversational IVRs, and intelligent routing to enhance efficiency and reduce operational cost.
• Drive digital transformation of contact centers, with a focus on improving First Contact Resolution (FCR), Net Promoter Score (NPS), and cost-to-serve.
• Collaborate closely with Compliance, Risk, IT Security, and Data Governance teams to ensure all solutions meet regulatory and data protection requirements (e.g., RBI, GDPR, etc.).
• Manage third-party vendors, fintech partnerships, and platform integrators to ensure timely and quality delivery.
• Integrate Core Banking Systems (CBS), CRM, and ticketing platforms for unified customer views.
• Use analytics to track usage, efficiency gains, and customer satisfaction across automated and digital channels.

Required Qualifications:

• Bachelor's degree in Information Technology, Engineering, Business Administration, or related field; MBA or Masters in Digital Transformation or Banking Technology preferred.
• 510 years of experience in project/program management, with at least 3 years in banking or financial services.
• Strong background in contact center technologies (Genesys, NICE, Avaya, Cisco, etc.) and AI/ML automation tools.
• Demonstrated experience in digitizing customer service journeys in a regulated financial environment.
• Proficiency in Agile/Waterfall project delivery methods, and experience using Jira, MS Project, or similar tools.