Project Manager

Location – Mumbai

Salary –10 LPA to  16 LPA

5 Days Work
2 Days Off

Job description:

1. DesiredQualificationsAndCertifications

• An engineering Graduate and or an MBA
• PMP or Prince certification
• Certification across next gen platforms such as Gen AI, Chatbots, AI/ML, Cloud or blockchain, etc.
• Lean Six Sigma Black belt certification
• Design Thinking, Safe agile certification, PMP or Prince 2 will be an advantage

2. Role objective

• To program manage Contact center transformation projects with ontime project delivery, proactive

risk management, timely communication and high client satisfaction.

• The scope of contact center transformation projects would involve implementation of Conversational
• AI and other Automation solutions, supporting and advising on enriching implementation of client

partnered CCaaS or Hyper scaler solutions, etc.

• Will be responsible for delivery of on time committed transformation solutions to the client.
• Will orchestrate, schedule and facilitate sessions to ensure active collaboration between client, TCS

and partner organizations for implementation of the committed solutions.

• Own and ensure delivery of the transformation business case and schedule committed to the clients.
• Effective project status and stakeholders’ communications.
• Overseeing and managing the project transformation team’s delivery and performance which would

include functional and technology experts.

3. Skills and experience

• Strong contact center techno functional resource or transition manager with 15 plus years of

experience. Deep understanding of contact center operations and metrics is preferred.

• Good interpersonal, presentation, and communication skills. Good PowerPoint skills and project

management skills is a must.

• Should be able to communicate with the CXO level stakeholders. Global client management

experience at the senior stakeholder level is a must.

• Should have handled or managed multiple contact center transformation projects implementation
• Well versed with project management techniques and reporting – PMP or Prince certification

preferred.

• Expertise in Agile methodology would be preferred
• Lean Six Sigma expertise would be an advantage
• Contact Center Technology & Know-how of industry renowned cognitive solution platforms is

preferred. Should be able to orchestrate recommend technology solutions implementation and work

with partners to get the technology solutions delivered.

• Experience of managing diverse teams with domain and techno functional skills.
• Experience in governance of solution delivery with various solution teams on quality, timelines, scope,

expected outcomes.

• Good to have : Black Belt, Agile, Risk management certifications, IT skills.