Manager – Manager, Contact Centre Transformation, Advisory, Advisory

Overview

Senior developer role leading contact centre transformation and AI-driven automation, architecting scalable solutions, mentoring junior engineers, and driving innovation across enterprise customer engagement platforms.

What you'll do

• Lead the design and architecture of end-to-end contact centre transformation solutions.
• Build and optimize Voice Bots, Chatbots, Email Bots and 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 and 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 and 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.

What you'll need

• 4-8 years of experience.
• Bachelor of Technology degree.
• Contact centre platforms: Genesys, Avaya, Amazon Connect, Google CCAI.
• Conversational AI and bots: Voice Bots, Chatbots, Email Bots, multilingual bot development, Agent Assist and Auto QA frameworks.
• Gen AI and knowledge systems: RAG-based Knowledge Bases and contextual AI-driven knowledge retrieval.
• CAI tools: Kore.ai, Yellow.ai, Azure Cognitive Services, AWS Lex.
• Integrations: IVR, CRM (Salesforce, Dynamics), ticketing (ServiceNow, Zendesk), backend APIs and microservices.
• Programming: expert in Python and Node.js, with strong knowledge of microservices, API-first design and event-driven systems.
• DevOps and cloud: CI/CD pipelines, GitOps, Docker, Kubernetes, and AWS, Azure or GCP cloud-native deployments.
• Enterprise practices: security-first design, compliance (GDPR, HIPAA, PCI-DSS), performance optimization and monitoring, scalability and high availability architectures.

Nice to have

• Any one preferred certification: Genesys Certified Professional/Engineer; Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS); Amazon Connect Specialist; Google Cloud Contact Center AI (CCAI); Kore.ai Certified Developer; Yellow.ai Platform Certification; AWS Certified Solutions Architect – Professional; Microsoft Certified: Azure Solutions Architect Expert; Google Cloud Professional Cloud Architect; Certified Kubernetes Administrator (CKA); Docker Certified Associate.
• Preferred skills: Chatbots / Voicebots (Amazon Connect), Contact Center Transformation.

Details

• Location: Bengaluru Millenia.
• Job posting end date: October 27, 2026.