Project Manager - Contact Center Automation/Chatbot_102021

MyCareernet · Bangalore, India

Company: A Large Global Organization

Key Skills: Project Management, Stakeholder Management, Communications, Contact Center AI, Automation, Chatbots, User Experience, CRM, Natural Language Processing, Machine Learning, AI Agents

Roles and Responsibilities:

• Own project planning, execution, and delivery for contact center automation and chatbot programs.
• Coordinate requirements, solution scope, and rollout plans with contact center operations, product, and technology teams.
• Track milestones, risks, dependencies, and delivery timelines; drive issue resolution to keep programs on track.
• Ensure chatbot and automation use cases align with customer experience goals and operational workflows.
• Manage stakeholder communication and governance throughout the project lifecycle.

Skills Required:

• 12+ years of relevant experience in project management for contact center automation and/or conversational solutions
• Strong experience in Project Management.
• Hands-on experience in Contact Center Automation and Chatbot implementations.
• Experience delivering customer experience (CX) programs.
• Strong stakeholder management and cross-functional coordination skills.
• Knowledge of CRM systems.
• Understanding of Natural Language Processing (NLP) and AI-based conversational solutions.
• Excellent communication, planning, and problem-solving skills.

Education: Bachelor's Degree in Computer Science or related field