Job Description:

- Lead end-to-end delivery of complex Digital Transformation / Customer Experience programs.

- Manage digital customer journeys across Cards, Payments, Account Servicing and Security/Authentication domains.

- Drive transformation initiatives across Contact Centre, Chat, IVR, CCaaS and Omnichannel environments.

- Lead Genesys migration / Contact Centre modernization programs.

- Manage implementation and integration of Genesys Cloud / CCaaS platforms.

- Drive AI-led customer and agent experience initiatives, including Conversational AI, Voice Bots and Agent Assist use cases.

- Partner with Business, Product, Technology, Operations, Architecture and Vendor teams.

- Own project planning, delivery governance, RAID management, dependencies, risks and issue resolution.

- Manage Agile delivery including Scrum ceremonies,



sprint planning, backlog management and release planning.

- Lead requirement clarification and ensure alignment between business objectives and technology solutions.

- Track delivery performance through KPIs, MI dashboards, SLA, CSAT, AHT and operational metrics.

- Manage senior stakeholder communication, governance forums and executive-level reporting.

- Coordinate multiple geographically distributed teams and vendors.

- Ensure projects are delivered within agreed scope, timelines, quality and budget.

- Identify opportunities for process automation and customer experience improvement.

📌 Digital & related CCT (Maharashtra)
🏢 Acme Services Private
📍 Maharashtra