IN_Manager_IN_Manager_Contact Centre Transformation_GCC_Advisory_Bangalore_GCC_Advisory_Bangalore

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

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, flexibilityprogrammes 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 moreabout us 

At PwC, we believe inproviding 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 aSenior Developer with deep expertise incontact centre transformation and advancedAI-driven automation. This role requiresarchitecting scalable solutions, leading technical initiatives, mentoring junior engineers, and driving innovation across enterprise-grade customer engagement platforms. Looking for candidates with4-8 years of experience. 

Responsibilities:   

• Lead the design and architecture ofend-to-end contact centre transformation solutions. 

• Build and optimizeVoice Bots, Chatbots, Email Bots, multilingual conversational AI solutions. 

• ArchitectGen AI-powered Knowledge Bases (RAG),Agent Assist frameworks, andAuto Quality Audit systems. 

• Drive transformation projects usingGenesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai, Yellow.ai. 

• Integrate solutions withIVR systems, CRM platforms, ticketing modules, and backend APIs. 

• Deliver high-quality solutions usingPython, Node.js, microservices, and API-first design. 

• LeadDevOps practices: CI/CD pipelines, containerization, cloud-native deployments. 

• Ensure enterprise standards forsecurity, 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 inPython, Node.js 

• Strong knowledge ofmicroservices, 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)

Certifications(if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages(If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date