Program Manager – Contact Centre & Channels Automation | Deloitte India | Bengaluru

Job Description

✅ Summary

Deloitte India is hiring an experienced Program Manager – Contact Centre Automation to lead and deliver large-scale digital transformation programs in the omnichannel customer experience and contact center domain. Based in Bengaluru, this opportunity is ideal for professionals with proven experience managing programs involving Genesys, NICE, Avaya, Amazon Connect, and other leading channel automation and customer service platforms. If you’re skilled in program governance, benefits realization, and contact center innovation, this role offers career growth and impact at one of the world’s most respected consulting firms.

📌 Job Details at a Glance

🎯 Role Overview

As a Lead Program Manager, you will be responsible for driving complex Contact Centre Automation and Channel Transformation initiatives across voice, chat, messaging, email, social media, self-service, and AI-driven interfaces. You will manage multi-functional teams and coordinate across stakeholders to ensure seamless delivery and measurable impact.

🛠️ Key Responsibilities

Program Leadership & Delivery

• Lead end-to-end delivery of multi-million-dollar omnichannel programs.
• Create and own detailed program roadmaps, benefit realization frameworks, and performance metrics.
• Ensure alignment with business goals, customer experience strategies, and technology roadmaps.

Governance & Compliance

• Set up and manage robust program governance structures.
• Track financials, risks, issues, and benefits realization.
• Conduct benefits quantification, baseline setting, and impact assurance.

Stakeholder Engagement

• Collaborate with senior leadership, business sponsors, vendors, and technical teams.
• Facilitate regular updates, status reports, and strategic reviews.
• Manage escalations and drive proactive issue resolution.

Technical & Domain Expertise

• Design and deploy omnichannel customer engagement solutions.
• Work closely with architects to implement scalable, future-proof systems.
• Stay ahead of the curve with innovations in Conversational AI, IVR, chatbots, and digital channels.

Team Leadership

• Mentor project managers and cross-functional teams.
• Cultivate a high-performing and delivery-focused team culture.

🔍 Required Skills & Competencies

• Proven experience with Contact Centre Automation platforms (e.g., Genesys, NICE, Avaya, Amazon Connect).
• Strong knowledge of voice, chat, bots, IVR, and self-service tools.
• Demonstrated success in program governance, stakeholder management, and benefit realization.
• Ability to manage large-scale transformation programs across business and tech.
• Excellent communication and leadership skills in a client-facing environment.
• Experience with Agile, Waterfall, and Hybrid project delivery.
• Analytical mindset with a focus on outcomes and efficiency.

🎓 Qualifications

• Bachelor’s degree in Engineering, Technology, or Business (MBA preferred).
• 8–12 years of total experience with at least 4 years in program management of contact center or channels transformation initiatives.
• Certifications in PMP, PRINCE2, MSP, or Agile Program Management are a plus.

🌱 Why Join Deloitte India?

• Lead cutting-edge customer experience and channel transformation programs.
• Collaborate with global experts across industries and technologies.
• Access world-class learning opportunities through Deloitte University.
• Thrive in a flexible, inclusive, and empowering work culture.
• Make a real-world impact through innovation, leadership, and collaboration.

🚀 Apply Now

Ready to shape the future of Contact Centre & Channels Automation?

👉 Click here to apply via Deloitte’s official careers page

Take your next career leap with Deloitte India – where your potential meets purpose.