Engagement Manager - Contact Center/CCaaS - IT & Systems

Engagement Manager:

Program Manager with hands-on experience delivering Contact Center / CCaaS / CX technology programs for enterprise customers.

Role:

- Manage multiple Contact Center / CCaaS implementation projects

- Own project planning, execution, governance, risks, dependencies and escalations

- Drive customer communication and stakeholder alignment

- Manage implementation across Architecture, Engineering, QA, Product and Support

- Coordinate integrations, testing, deployment and production go-live

- Manage project scope, change requests, SOW commitments and delivery timelines

- Lead cross-functional teams across India and US

- Ensure delivery readiness without compromising technical or product requirements

- Support transition from implementation to ongoing customer success

Required Experience:

- 7+ years in software delivery / implementation / program management

- Mandatory experience in Contact Center / CCaaS / CX

- Experience with enterprise Contact Center implementations or transformation programs

- Strong US/UK client-facing experience

- Experience managing multiple projects simultaneously

- Experience with fixed-price / SLA-based engagements

- Strong stakeholder, escalation and conflict-management skills

- Experience managing distributed and matrixed teams

- Working knowledge of cloud, integrations, APIs, testing and deployment

- Commercial exposure to SOW, CR, utilization and delivery planning

- PMP / CSM is an advantage

- Bangalore | US Client Exposure | 7+ Years