Job Title: Technical Project Manager – Contact Center Technologies (Google CCAI)
Location: Any near by Infosys Office (Onsite Position)
Work Arrangement: Onsite Position
Job Type: Contract
Duration: Long-Term Contract
Job Summary
Technical Project Manager with 10+ years of experience leading enterprise Contact Center and cloud transformation programs.
Strong expertise in Google CCAI, Dialogflow, Conversational AI, IVR, AI/ML, and omnichannel technologies, with proven experience managing cross-functional teams, executive stakeholders, vendors, risks, and end-to-end delivery. Skilled in driving AI-powered customer experience solutions from strategy and design through deployment, hypercare, and operational stabilization.
Key Responsibilities
Lead end-to-end Contact Center Transformation projects using Google CCAI, Dialogflow, Agent Assist, IVR, telephony, chat, and analytics.
Manage scope, requirements, schedules, risks, dependencies, budgets, resources, and project governance.
Drive AI/ML, Conversational AI, virtual agents, self-service, and intelligent routing** implementations.
Coordinate cross-functional **onshore/offshore teams, engineering, architecture, security, operations, and vendors.
Manage executive stakeholders, provide status updates, dashboards, risks, and strategic recommendations.
Lead release planning, deployment, production readiness, hypercare, and operational stabilization**.
Ensure delivery quality, compliance, security, and alignment with business objectives.
Required Qualifications
10+ years of Technical Project/Program Management experience.
Hands-on technical expertise in Contact Center technologies - Google CCAI
Strong understanding of AI/ML, Conversational AI, IVR, Omnichannel Customer Experience, and Contact Center Operations.
Experience managing enterprise-scale cloud transformation programs on Google Cloud Platform or other hyperscale platforms.
Exceptional client-facing communication, executive presentation, stakeholder management, and vendor coordination skills.
Best Regards,
Dhamolu Manikanth Yadav
Sr. Technical Recruiter
Desk Phone: +1
Email ID: | LinkedIn:
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