Required Qualifications
6 - 8 years of experience in technical project management or delivery management, with at least 3 - 4 years in contact center technology or CX AI implementations
Working knowledge of Conversational AI, Voicebot, Chatbot, Agent Assist, or QA Automation Solutions - architecture, deployment models, and integration patterns
Hands-on familiarity with cloud platforms (AWS, Azure, or GCP) - VPC configuration, networking fundamentals, security groups, and deployment pipelines
Understanding of enterprise telephony: SIP trunking, SBC configuration, SIP URI routing, call flow design, and integration with CCaaS platforms such as Genesys, Five9, NICE, Avaya, Twilio, MaxContact, Cisco, or LiveVox
Proficiency with PM and delivery tools - Jira, Confluence, Smartsheet, MS Project, or equivalent, and experience running agile or hybrid delivery models
Robust project management fundamentals - project planning, risk management, dependency tracking, and stakeholder communication
Ability to read and review technical architecture diagrams, API documentation, and integration specifications
Excellent communication skills - able to operate credibly in both technical deep-dives and executive status reviews

Preferred Qualifications




Direct implementation experience with one or more CX AI platforms - Kore AI, Yellow AI, Parloa, Cresta, Google CCAI, Amazon Connect, or similar
Experience with API-based and real-time streaming integrations (REST, WebSocket, gRPC) in contact center settings
Familiarity with LLM-based architectures, RAG pipelines, and knowledge management configurations within conversational AI solutions
Familiarity with DevOps and CI/CD pipelines, containerization (Docker, Kubernetes), and infrastructure-as-code tools (Terraform, CloudFormation)
Experience with monitoring and observability tools - Datadog, Splunk, CloudWatch, Grafana, or similar - in production contact center environments
Experience working in a BPO or managed services delivery model with enterprise clients

Exposure to compliance and security frameworks relevant to contact center deployments - PCI-DSS, HIPAA, SOC 2, or GDPR

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager Technical Project Manager Bengaluru
🏢 Firstsource
📍 Bengaluru