Job Summary :

We are looking for an experienced Contact Center Project Manager / Ameyo Specialist to lead technology-led initiatives across the Bank's customer service channels. The role will own end-to-end delivery of contact center projects covering IVR enhancements, AI-enabled service journeys, CRM integrations and Ameyo platform capabilities across voice, omni-channel and dialer environments. The incumbent will coordinate business, operations, technology and vendor stakeholders, control scope and timelines, manage risks and dependencies, and ensure solutions are delivered in line with banking governance and regulatory expectations. Strong hands-on understanding of Ameyo configuration and the underlying telephony and database ecosystem is essential.

Key Responsibilities :

- Lead planning and execution of contact center transformation, platform enhancement and integration projects.

- Drive Ameyo solution configuration across voice, omni-channel, dialers, routing and customer service workflows.

- Coordinate IVR, AI and CRM initiatives with business, operations, infrastructure, security and vendor teams.

- Track scope, milestones, risks, issues, dependencies, UAT readiness and production rollout while maintaining project governance.

- Ensure customer-facing changes meet operational resilience, audit, security and regulatory expectations of a banking environment.

Required Skills & Experience :

- 5+ years of relevant contact center technology / project delivery experience.

- Strong expertise in Ameyo Contact Center software, including voice, omni-channel, dialers and configuration.

- Working knowledge of VoIP, SIP, Asterisk and contact center telephony architecture.

- Database exposure, preferably PostgreSQL, with the ability to troubleshoot application-to-database dependencies.

- Strong stakeholder management, documentation, problem-solving and production rollout skills.

Preferred / Added Advantage :

- Experience delivering digital transformation projects in banking, financial services or regulated customer-service environments.

- Exposure to CRM integrations, conversational AI, IVR modernization and service analytics.