Engagement Manager - Contact Center/CCaaS - IT & Systems

Engagement Manager:

Program Manager with hands-on experience delivering Contact Center / CCaaS / CX technology programs for enterprise customers.

Role:

• Manage multiple Contact Center / CCaaS implementation projects
• Own project planning, execution, governance, risks, dependencies and escalations
• Drive customer communication and stakeholder alignment
• Manage implementation across Architecture, Engineering, QA, Product and Support
• Coordinate integrations, testing, deployment and production go-live
• Manage project scope, change requests, SOW commitments and delivery timelines
• Lead cross-functional teams across India and US
• Ensure delivery readiness without compromising technical or product requirements
• Support transition from implementation to ongoing customer success

Required Experience:

• 7+ years in software delivery / implementation / program management
• Mandatory experience in Contact Center / CCaaS / CX
• Experience with enterprise Contact Center implementations or transformation programs
• Strong US/UK client-facing experience
• Experience managing multiple projects simultaneously
• Experience with fixed-price / SLA-based engagements
• Strong stakeholder, escalation and conflict-management skills
• Experience managing distributed and matrixed teams
• Working knowledge of cloud, integrations, APIs, testing and deployment
• Commercial exposure to SOW, CR, utilization and delivery planning
• PMP / CSM is an advantage
• Bangalore | US Client Exposure | 7+ Years