Project Manager Contact Center

Brickendon Consulting is an award-winning global management and technology consultancy specializing in innovative solutions and transforming complex, highly regulated environments. Founded in 2010, Brickendon has a strong focus on financial services and the public sector, helping organizations navigate and implement significant changes.

We are currently seeking a Project Manager Contact Center for one of our banking clients.

Work location : India ( Bangalore, Pune, Hyderabad)

Work setting : remote

We are looking for a strategic and technically adept Channels Project Manager to lead initiatives

within our Digital Banking Transformation program. The role is responsible for delivering Contact

Center Automation, AI / ML-driven customer engagement solutions, and digital self-service

channels aligned with regulatory requirements and customer experience standards in the banking

sector.

Key Responsibilities :

• Lead the end-to-end delivery of digital customer interaction projects across voice, chat, mobile, and online banking platforms.
• Implement AI / ML-enabled contact center solutions, including virtual assistants, conversational IVRs, and intelligent routing to enhance efficiency and reduce operational cost.
• Drive digital transformation of contact centers, with a focus on improving First Contact Resolution (FCR), Net Promoter Score (NPS), and cost-to-serve.
• Collaborate closely with Compliance, Risk, IT Security, and Data Governance teams to ensure all solutions meet regulatory and data protection requirements (e.g., RBI, GDPR, etc.).
• Manage third-party vendors, fintech partnerships, and platform integrators to ensure timely and quality delivery.
• Integrate Core Banking Systems (CBS), CRM, and ticketing platforms for unified customer views.
• Use analytics to track usage, efficiency gains, and customer satisfaction across automated and digital channels.

Required Qualifications :