Project Manager

Job Overview:

Contact Center domain

Key Skill Clusters:

Cluster 1: IVR & Self-Service Automation

• IVR simplification and optimization
• Voice bot implementation for self-service
• Identification & Verification methods (CLI/ANI, OTP, Voice ID)

Cluster 2: Data, AI, and Workforce Optimization

• Real-time and historical data migration/management
• Contact center reporting, BI tools, and dashboards
• Workforce management: forecasting, scheduling, routing
• Knowledge Management Systems (KMS)
• Sentiment and intent analysis
• AI / Gen AI enabled Agent Assist tools
• Contact routing and process optimization

Cluster 3: Platform Modernization & Cloud Migration

• Contact center platform migration (voice/chat)
• CaaS implementation experience (e.g., Genesys Cloud, Amazon Connect)
• Cloud migration projects (Genesys / Amazon / Microsoft)

Required Experience:

• Strong background in

  Contact Center operations and technologies

• Experience in

  Agile project management, program governance, or business analysis

• Hands-on with tools like JIRA, Confluence, Power BI, etc.
• Excellent stakeholder coordination and communication skills
• Exposure to

  digital transformation

  and

  automation initiatives

  is a big plus