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IN_Manager_IN_Manager_Contact Centre Transformation_GCC_Advisory_Bangalore_GCC_Advisory_Bangalore
Full-time
Line of Service
Advisory
Industry/Sector
FS X-Sector
Specialism
Operations
Management Level
Manager
Job 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.
Those in intelligent automation at PwC will focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.
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
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
Contact Centre Platforms
Genesys, Avaya, Amazon Connect, Google CCAI
Conversational AI & Bots
Voice Bots, Chatbots, Email Bots
Multilingual bot development
Agent Assist, Auto QA frameworks
Gen AI & Knowledge Systems
RAG-based Knowledge Bases
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, microservices
Programming
Expert in
Python, Node.js
Strong knowledge of
microservices, API-first design, event-driven systems
DevOps & Cloud
CI/CD pipelines, GitOps
Docker, Kubernetes
AWS, Azure, GCP cloud-native deployments
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 Technology
Degrees/Field of Study preferred:
Certifications
(if blank, certifications not specified)
Required Skills
Chatbots
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Agile Methodology, AI Fluency, AI-Human Collaboration, 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 {+ 44 more}
Desired Languages
(If blank, desired languages not specified)
Job Posting End Date
October 27, 2026
