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Deloitte Consulting
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T&T - Customer - CS&D - Manager - Customer Experience

T&T - Customer - CS&D - Manager - Customer Experience

Deloitte Consulting

8 - 12 years

30 - 35 Lacs

bengaluru

Posted:1 day ago| Platform:

Apply

Skills Required

pmp data management performance management machine learning business intelligence it operations project delivery analytics crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking an experienced

Project Manager

to lead a large-scale

Contact Center Transformation Program

, with a strong focus on implementing

digital and AI-driven customer engagement solutions

. The ideal candidate will have hands-on experience managing projects that deliver

chat journeys across mobile and web

and implementing

AI/Gen-AI based voicebot and chatbot solutions

The Project Manager will be responsible for driving end-to-end project delivery covering scoping, planning, execution, vendor coordination, stakeholder management, and ensuring successful adoption of next-gen contact center technologies.

Key Responsibilities

Lead and manage the end-to-end delivery of
chat and voice AI initiatives
within the contact center transformation program.
Drive the design, build, testing, and rollout of
chat journeys on mobile and web platforms
.
Manage implementation of
AI/Gen-AI powe'red voicebots and chatbots
ensuring scalability, accuracy, and superior customer experience.
Collaborate with cross-functional teams (business, IT, operations, vendors) to define requirements, timelines, and success metrics.
Ensure
integration of AI solutions with core contact center platforms
(e.g., Genesys Cloud, CRM, WhatsApp APIs).
Establish governance, track KPIs, and provide transparent reporting to leadership and stakeholders.
Mitigate risks, manage dependencies, and resolve issues impacting program timelines or quality.
Drive
continuous improvement and innovation
in customer engagement journeys.

Must-Have Skills Experience

Proven experience as a
Project Manager
in
contact center transformation programs
.
Strong track record in
implementing chat journeys
on both
mobile and web
platforms.
Demonstrated experience in
AI/Gen-AI chatbot and voicebot implementations
.
Hands-on project experience with
RASA, Google Dialogflow, PolyAI, Sierra, or Dyna
.
Strong stakeholder management, vendor coordination, and executive reporting skills.
Solid understanding of
customer experience, journey design, and contact center ecosystems
.
Excellent communication, leadership, and problem-solving abilities.

Good-to-Have Skills Experience

Exposure to
RM tools
such as
WhatsApp Business APIs
for customer engagement.
Experience with
Genesys Cloud CX
platform.
Familiarity with integration of AI-driven bots with CRM and omnichannel platforms.
Knowledge of
agile delivery frameworks
in large transformation programs.

Qualifications

bachelors or masters degree in computer science, Engineering, Business, or related field.
PMP, PRINCE2, or Agile/Scrum certifications preferred.
8-12 years of overall experience, with at least 6 years in
contact center transformation / AI chatbot-voicebot project delivery

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