Project Manager

Job Title Consultant/Senior Consultant Performance Improvement _ Contact Center Transformation (Voice & Digital CX) HR Band 4

Job Role Project Manager

Opportunity This role will lead complex transformation programs for a global client portfolio, focused on contact center modernization, AI/GenAI enablement, and cloud migration. The candidate will drive end-to-end program delivery across multiple clusters, aligning with business and technology teams.

Key Responsibilities • Lead cross-functional project teams across clusters: IVR Simplification, AI Agent Assist, Data & Reporting, and Cloud Contact Center Migration • Define project scope, timelines, budgets, and stakeholder roles across technology and business units • Oversee vendor coordination and technical workstreams for CaaS implementation (e.g., Genesys Cloud, Amazon Connect) • Manage project delivery for ID&V initiatives – CLI/ANI integration, OTP flows, Voice Biometrics • Govern execution of WFM process improvements — scheduling, forecasting, real-time monitoring • Ensure successful migration of contact center platforms and data stores (historical and real-time) • Track project milestones, dependencies, and risks across BI reporting, intent detection, and sentiment analysis. • Apply program governance and Agile/SAFe delivery practices across multiple concurrent initiatives.

Essentials Domain Knowledge • Experience leading platform demise or migration (voice/chat contact centers) • Strong familiarity with cloud-native platforms and contact center technologies • Knowledge of AI use cases like agent assist, NLP/intent engines, and knowledge bases • Understanding of operational KPIs in customer service/WFM environments Skills • Stakeholder management and executive communication • Experience with Agile/Hybrid project delivery • Strong analytical, planning, and risk management capabilities

Academic

Qualifications MBA (preferably from a Tier 1 institute with a good academic background)

Experience • 8+ years total experience with at least 3 years in managing enterprise contact center/technology programs • Cloud migration and large-scale transformation experience essential

Certifications • PMP or PRINCE2 preferred • Agile certification (CSM, SAFe) • Exposure to cloud/contact center platforms like Genesys, Amazon Connect

Systems / Tooling

experience Confluence, Jira, Kanban boards, Excel, PowerPoint, Visio

Job Location Bangalore/ Pune/ Hyderabad

Job Type & Nature Full Time, Hybrid