Project Manager - Contact Centre

Role: Contact Centre Project Manager Development / Project Delivery

Location: Chennai

Experience: 5+ Years

Role Overview:

We are looking for an experienced Contact Centre Project Manager to lead strategic initiatives, digital transformation programs, and technology enhancements across the Banks customer service channels. The role will be responsible for driving Contact Centre projects involving technologies such as Ameyo, IVR, AI, CRM, Voice and Omni-channel platforms, ensuring successful delivery within defined timelines while meeting the Banks regulatory and compliance requirements. The ideal candidate should combine strong Contact Centre technology expertise with hands-on project delivery and stakeholder management capabilities.

Key Responsibilities:

• Lead end-to-end delivery of Contact Centre technology and transformation projects.
• Manage strategic initiatives involving IVR, AI, CRM and digital customer-service channels.
• Drive implementation, enhancement and configuration initiatives involving the Ameyo Contact Center platform.
• Coordinate projects across business, technology, operations, vendors and other relevant stakeholders.
• Define project plans, milestones, dependencies and delivery timelines.
• Track project progress and proactively manage risks, issues and dependencies.
• Ensure projects are delivered within agreed timelines and expected quality standards.
• Ensure Contact Centre initiatives adhere to applicable banking regulatory and compliance requirements.
• Drive technology enhancements aimed at improving both customer experience (CX) and employee/agent experience.
• Work with technical teams on integrations and Contact Centre infrastructure involving VoIP, SIP, Asterisk and databases.
• Support implementation and enhancement of voice, omni-channel and dialer capabilities.

Must-Have Skills:

1. Ameyo Contact Center:

• In-depth knowledge of Ameyo Contact Center software.
• Strong understanding of:

• 1. Voice
• 2. Omni-channel
• 3. Dialers
• 4. Ameyo configuration

2. Contact Centre Technologies:

• IVR
• CRM
• AI-enabled Contact Centre solutions
• Voice and digital customer-service channels

3. Technical Knowledge:

• VoIP
• SIP
• Asterisk
• PostgreSQL / Database Management

4. Project Delivery:

• End-to-end project management
• Technology implementation and enhancement projects
• Timeline and milestone management
• Stakeholder coordination
• Risk and dependency management
• Regulatory/compliance-oriented project delivery

5. Experience:

• 5+ years of relevant experience
• Experience working on Contact Centre technology / project delivery / digital transformation initiatives
• Strong hands-on exposure to Ameyo Contact Center is essential.

Preferred Candidate Profile:

The ideal candidate would be someone who can comfortably bridge the gap between Contact Centre operations, technology teams and project delivery. Candidates with experience managing Ameyo-based Contact Centre implementations or enhancements, combined with knowledge of IVR, CRM, VoIP, SIP, Asterisk and PostgreSQL, would be particularly relevant.