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

Title:

Project Manager Channels (Contact Centre Automation & Digital Transformation)

Location:

Pune / Bangalore/ Hyderabad

Employment Type:

On the rolls of a Big 4 consulting firm

About the Role

Project Manager

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:

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Application Channels PM (Contact Centre Automation)

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