Manager – Customer Experience | Contact Center Transformation | Bengaluru | Deloitte India

Job Description

Summary

Deloitte India is hiring a Customer Experience Project Manager in Bengaluru to lead large-scale Contact Center Transformation and AI-driven customer engagement initiatives. This role focuses on implementing AI/Gen-AI chatbot and voicebot solutions, improving digital customer journeys, and delivering next-generation customer experience (CX) programs.

If you have a strong background in AI-based customer service automation, digital transformation, and contact center modernization, this is your opportunity to make an impact with one of the world’s leading consulting firms. Join Deloitte’s Technology & Transformation (T&T) Customer Strategy & Design (CS&D) practice and help global clients reimagine their customer experience through innovation and intelligent technology.

Job Details at a Glance

About the Role

As a Project Manager – Customer Experience Transformation, you’ll oversee end-to-end AI-powered chat and voice automation programs, manage stakeholder expectations, coordinate with vendors, and ensure seamless rollout of omnichannel customer engagement solutions across digital touchpoints.

Key Responsibilities

• Lead AI and automation-driven contact center transformation projects from planning to delivery.
• Design, build, and deploy chat and voice journeys across mobile and web platforms.
• Implement AI/Gen-AI voicebots and chatbots to enhance customer service efficiency.
• Collaborate with business, IT, and vendor teams to define requirements, KPIs, and success metrics.
• Ensure integration of AI solutions with Genesys Cloud, CRMs, and omnichannel platforms.
• Oversee governance, risk mitigation, and stakeholder communication.
• Drive innovation and continuous improvement in digital CX and self-service automation.
• Deliver executive-level progress reports and maintain transparency across project phases.

Must-Have Skills & Experience

• Proven experience in Project Management for Contact Center or Customer Experience Transformation.
• Expertise in AI/Gen-AI chatbot and voicebot implementation (e.g., RASA, Dialogflow, PolyAI).
• Hands-on experience designing chat journeys for mobile and web platforms.
• Strong background in vendor management, cross-functional collaboration, and reporting.
• Knowledge of contact center ecosystems, customer journey mapping, and automation frameworks.
• Excellent leadership, communication, and stakeholder management abilities.

Good-to-Have Skills

• Familiarity with WhatsApp Business API, Genesys Cloud CX, or similar CRM integrations.
• Experience in AI-powered omnichannel communication tools.
• Understanding of Agile project delivery methodologies.
• Background in customer journey analytics and performance optimization.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, or Business Administration.
• PMP, PRINCE2, or Agile/Scrum certifications preferred.
• 8–12 years of experience overall, with a minimum of 6 years in AI/Chatbot/Voicebot or Contact Center transformation.

Why Join Deloitte India?

• Work on cutting-edge AI and customer experience transformation projects with top global clients.
• Be part of an inclusive, collaborative, and purpose-driven culture.
• Access world-class learning programs and career mobility across industries.
• Enjoy hybrid work flexibility and comprehensive well-being initiatives.

Apply Now

Ready to transform customer experience with Deloitte?
Apply now through the official Deloitte careers portal:
👉 Apply Here – Deloitte Careers