Project Manager

Bangalore, Karnataka
Permanent
Full-time

1 month ago

Job Overview:We are hiring experienced professionals for multiple roles in the Contact Center domain, ranging from Senior Consultants to Managers. The ideal candidates should have strong project management, business analysis, or PMO experience, and a background in Contact Center technologies and automation.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

Expertia AI Technologies

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