IN_Manager_IN_Manager_Contact Centre Transformation_GCC_Advisory_Bangalore_GCC_Advisory_Bangalore
PwC IndiaMatch Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessLog in to see why each signal reads the way it does.
Job Description
Structured overview of role & requirementsAbout This Role
Lead design and architecture of contact centre transformation solutions including Voice Bots, Chatbots, and AI-powered knowledge bases (RAG).
Drive technical initiatives and innovation across enterprise-grade customer engagement platforms using Genesys, Avaya, Amazon Connect, Google CCAI, and CAI tools such as Kore.ai and Yellow.ai.
Mentor junior engineers, lead DevOps practices (CI/CD, containerization, cloud deployments), and ensure enterprise standards for security, scalability, and compliance.
Minimum Requirements
4-8 years of experience with contact centre transformation and AI-driven automation solutions.
Bachelor of Technology (B.Tech) degree mandatory.
Strong expertise in Python and Node.js programming with microservices and API-first architecture experience.
Mandatory hands-on experience with contact centre platforms (Genesys, Avaya, Amazon Connect, Google CCAI) and Conversational AI tools (Kore.ai, Yellow.ai, Azure Cognitive Services, AWS Lex).
Ideal Candidate Profile
Experienced in architecting scalable customer engagement platforms integrating IVR, CRM (Salesforce, Dynamics), and ticketing systems (ServiceNow, Zendesk).
Skilled in managing cloud-native deployments across AWS, Azure, and GCP with strong DevOps knowledge (Docker, Kubernetes, CI/CD pipelines).
Holds or is open to obtaining certifications in Contact Centre & Conversational AI (e.g., Genesys, Avaya, Amazon Connect) and Cloud/DevOps (e.g., AWS Solutions Architect, Azure Solutions Architect) to validate expertise.