Project Manager - Contact Center Automation
- Brickendon Consulting
- 9 - 14 years
- Bengaluru
- 10 days ago
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Job Description
We are currently seeking a Project Manager Contact Center for one of our banking clients.
Work location: India (Bangalore, Pune, Hyderabad)
Work setting: remote
We are looking for a strategic and technically adept Channels Project Manager to lead initiatives
within our Digital Banking Transformation program. The role is responsible for delivering Contact
Center Automation, AI/ML-driven customer engagement solutions, and digital self-service
channels aligned with regulatory requirements and customer experience standards in the banking
sector.
Key Responsibilities:
- Lead the end-to-end delivery of digital customer interaction projects across voice, chat, mobile, and online banking platforms.
- Implement AI/ML-enabled contact center solutions, including virtual assistants, conversational IVRs, and intelligent routing to enhance efficiency and reduce operational cost.
- Drive digital transformation of contact centers, with a focus on improving First Contact Resolution (FCR), Net Promoter Score (NPS), and cost-to-serve.
- Collaborate closely with Compliance, Risk, IT Security, and Data Governance teams to ensure all solutions meet regulatory and data protection requirements (e.g., RBI, GDPR, etc.).
- Manage third-party vendors, fintech partnerships, and platform integrators to ensure timely and quality delivery.
- Integrate Core Banking Systems (CBS), CRM, and ticketing platforms for unified customer views.
- Use analytics to track usage, efficiency gains, and customer satisfaction across automated and digital channels.
Required Qualifications:
- Bachelor's degree in Information Technology, Engineering, Business Administration, or related field; MBA or Masters in Digital Transformation or Banking Technology preferred.
- 510 years of experience in project/program management, with at least 3 years in banking or financial services.
- Strong background in contact center technologies (Genesys, NICE, Avaya, Cisco, etc.) and AI/ML automation tools.
- Demonstrated experience in digitizing customer service journeys in a regulated financial environment.
- Proficiency in Agile/Waterfall project delivery methods, and experience using Jira, MS Project, or similar tools.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Other Program / Project ManagementRole: Project ManagerEmployement Type: Full timeContact Details:
Company: Brickendon ConsultingLocation(s): Bengaluru
Keyskills: Automation Digital Journey Contact Center Technology Operations Project Management Process Automation Generative Ai IVR Contact Center Ai Genesys Chatbot Call Center Technology
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Brickendon Consulting
About Brickendon: We are a UK based consultancy and are experts at delivering change in complex, highly regulated environments. We are specialists in financial services and within the public sector empowering business and IT leaders to rapidly turn strategy into operational rea...
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