Project Manager

3 days ago

Bengaluru, Karnataka, India CJC SmartHire Full time US$ 9,00,000 - US$ 12,00,000 per year

Title:

Project Manager – Channels (Contact Centre Automation & Digital Transformation)

Location:

Pune / Bangalore/ Hyderabad

Employment Type:

Full-time –
On the rolls of a Big 4 consulting firm
, deployed to a leading MNC Bank in India

About the Role

We are seeking a highly skilled
Project Manager
with strong expertise in
Contact Centre Automation
and
Digital Transformation
to work on strategic initiatives for a leading
MNC Bank in India
. The selected candidate will be employed with our consulting firm and will work closely with the bank's technology teams to deliver global customer experience transformation projects.

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

  • 8–12 years
    total IT / Digital Project Management experience.
  • 4–5 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

  • Bachelor's degree in Computer Science, IT, Electronics, or related field (mandatory).
  • MBA or relevant master's 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:

Send your CV to

with subject line:

Application – Channels PM (Contact Centre Automation)

#ProjectManager #ContactCenter #MNCBank #GlobalTechCenter #GlobalTechnologyCenter #Automation #DigitalTransformation #AIML #AML #Big4 #Techjobs #Pune #Bangalore #Hyderabad

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