IN_Manager_Contact Centre Transformation_GCC_Advisory_Bangalore
pwc · Bengaluru Millenia ·
- Category
- Management
pwc · Bengaluru Millenia ·
Line of Service
AdvisoryIndustry/Sector
FS X-SectorSpecialism
OperationsManagement Level
ManagerJob Description & Summary
At PwC, our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients. They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth.Why PWC
At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us
At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "
Job Summary- We are seeking a Senior Developer with deep expertise in contact centre transformation and advanced AI-driven automation. This role requires architecting scalable solutions, leading technical initiatives, mentoring junior engineers, and driving innovation across enterprise-grade customer engagement platforms. Looking for candidates with 4-8 years of experience.
Responsibilities:
Lead the design and architecture of end-to-end contact centre transformation solutions.
Build and optimize Voice Bots, Chatbots, Email Bots, multilingual conversational AI solutions.
Architect Gen AI-powered Knowledge Bases (RAG), Agent Assist frameworks, and Auto Quality Audit systems.
Drive transformation projects using Genesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai, Yellow.ai.
Integrate solutions with IVR systems, CRM platforms, ticketing modules, and backend APIs.
Deliver high-quality solutions using Python, Node.js, microservices, and API-first design.
Lead DevOps practices: CI/CD pipelines, containerization, cloud-native deployments.
Ensure enterprise standards for security, scalability, resilience, and compliance.
Mentor junior developers and collaborate with stakeholders to align technical solutions with business goals.
Mandatory skill sets:
1. Contact Centre Platforms
Genesys, Avaya, Amazon Connect, Google CCAI
2. Conversational AI & Bots
Voice Bots, Chatbots, Email Bots
Multilingual bot development
Agent Assist, Auto QA frameworks
3. Gen AI & Knowledge Systems
RAG-based Knowledge Bases
Contextual AI-driven knowledge retrieval
4. CAI Tools
Kore.ai, Yellow.ai
Azure Cognitive Services, AWS Lex
5. Integrations
IVR, CRM (Salesforce, Dynamics), Ticketing (ServiceNow, Zendesk)
Backend APIs, microservices
6. Programming
Expert in Python, Node.js
Strong knowledge of microservices, API-first design, event-driven systems
7. DevOps & Cloud
CI/CD pipelines, GitOps
Docker, Kubernetes
AWS, Azure, GCP cloud-native deployments
8. Enterprise Practices
Security-first design, compliance (GDPR, HIPAA, PCI-DSS)
Performance optimization and monitoring
Scalability and high availability architectures
Any one preferred certification
Contact Centre & Conversational AI
Genesys Certified Professional / Engineer
Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS)
Amazon Connect Specialist Certification
Google Cloud Contact Center AI (CCAI) Certification
Kore.ai Certified Developer
Yellow.ai Platform Certification
Cloud & DevOps
AWS Certified Solutions Architect – Professional
Microsoft Certified: Azure Solutions Architect Expert
Google Cloud Professional Cloud Architect
Certified Kubernetes Administrator (CKA)
Docker Certified Associate
Preferred skill sets:
Chatbots / Voicebots - Amazon Connect,Contact Center Transformation
Years of experience required:
7-10
Education qualification:
BE/Btech/MCA/Mtech/MBA
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required: Bachelor of TechnologyDegrees/Field of Study preferred:Certifications (if blank, certifications not specified)
Required Skills
ChatbotsOptional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Automation Algorithms, Automation Engineering, Automation Framework Design and Development, Automation Programming, Automation Solutions, Automation Studio, Automation System Efficiency, Blue Prism, Business Analysis, Business Performance Management, Business Process Analysis, Business Process Automation (BPA), Business Transformation, Business Value Optimization, C++ Programming Language, Coaching and Feedback, Cognitive Automation, Communication, Conducting Discovery, Configuration Management (CM) {+ 41 more}Desired Languages (If blank, desired languages not specified)
Travel Requirements
Available for Work Visa Sponsorship?
Government Clearance Required?
Job Posting End Date
September 18, 2026