Senior Consultant – Customer Experience | Contact Center Transformation | Bengaluru
Job Description
Summary
Deloitte India is seeking a Senior Consultant – Customer Experience in Bengaluru to lead AI-driven contact center transformation programs. This role focuses on chat and voicebot implementations, mobile and web chat journeys, and next-gen digital customer engagement solutions. If you have hands-on experience managing contact center AI projects, implementing Gen-AI chatbots, and driving end-to-end transformation, this is a high-impact opportunity to enhance customer experiences while advancing your career in a global, collaborative environment.
Job Details at a Glance
| Key Information | Details |
|---|---|
| Job Title | Senior Consultant – Customer Experience / Project Manager |
| Location | Bengaluru (PAN India opportunities) |
| Department / Domain | Customer Solutions & Data (CS&D) |
| Experience Required | 8–12 years (6+ years in contact center / AI projects) |
| Tools / Technologies | RASA, Google Dialogflow, PolyAI, Sierra, Dyna, Genesys Cloud, WhatsApp APIs |
| Qualification | Bachelor’s or Master’s in CS, Engineering, Business, or related fields |
| Certifications | PMP, PRINCE2, Agile/Scrum (preferred) |
| Notice Period | Immediate to 30 days |
| Job Type | Full-time |
| Entity | Deloitte Touche Tohmatsu India LLP |
Responsibilities
As a Senior Consultant / Project Manager, your key responsibilities include:
- Lead end-to-end delivery of contact center transformation initiatives with a focus on AI chatbots and voicebots.
- Design, build, test, and deploy chat journeys on mobile and web platforms.
- Implement Gen-AI and AI-powered bots ensuring scalability, accuracy, and enhanced customer experience.
- Collaborate with cross-functional teams (business, IT, operations, vendors) to define requirements, timelines, and success metrics.
- Integrate AI solutions with core contact center platforms such as Genesys Cloud, CRM systems, and WhatsApp APIs.
- Establish governance, track KPIs, provide stakeholder reporting, and drive continuous improvement.
- Identify risks, manage dependencies, and resolve project issues impacting timelines or quality.
- Foster innovation in customer engagement and digital experience design.
Skills & Expertise
- Proven experience managing contact center transformation programs.
- Hands-on expertise in AI/Gen-AI chatbots, voicebots, and chat journey implementation.
- Familiarity with RASA, Dialogflow, PolyAI, Sierra, or Dyna.
- Strong stakeholder management, vendor coordination, and executive reporting skills.
- Solid understanding of customer experience, journey mapping, and omnichannel contact center ecosystems.
- Knowledge of Agile delivery frameworks, CRM integrations, and AI/voicebot technology adoption.
- Excellent communication, leadership, and problem-solving abilities.
Qualifications
- Bachelor’s or Master’s degree in Computer Science, Engineering, Business, or related field.
- PMP, PRINCE2, or Agile/Scrum certification preferred.
- 8–12 years of experience, with at least 6 years in contact center transformation, AI chatbot/voicebot project delivery.
Why Deloitte?
- Lead innovative customer experience programs leveraging AI and digital technologies.
- Thrive in a collaborative, inclusive, and high-performance environment.
- Access opportunities for global exposure, career growth, and professional development at Deloitte University.
- Make a real impact for clients, teams, and society through transformative projects.
Apply Now
Advance your Customer Experience and AI contact center career with Deloitte India.
Click here to apply on the official Deloitte Careers page