Inviting applications for the role of Principal Consultant - Project Manager.

We are looking for an experienced Project Manager to lead the delivery of Amazon Connect contact center implementations and Agentic AI-based applications. The role requires strong project governance, cross-functional coordination, and hands-on experience managing cloud, AI, and CX transformation initiatives. The Project Manager will ensure successful delivery of scalable, secure, and business-aligned solutions while managing stakeholders, risks, and dependenciess.

Responsibilities

Manage end-to-end delivery of projects involving Amazon Connect, AWS services, and Agentic AI applications

Define project scope, objectives, deliverables, milestones, and success metrics

Develop and manage detailed project plans, schedules, budgets, and resource allocations

Drive adherence to project management best practices (Agile, Hybrid, or Waterfall)

Ensure projects are delivered on time, within scope, budget, and quality standards

Lead implementation and enhancement of Amazon Connect contact center solutions Agentic & AI Application Delivery

Coordinate integrations with CRM systems, ticketing tools, analytics platforms, and telephony

Manage IVR, call flows, routing strategies, reporting, and compliance requirements

Oversee vendor and system integrator deliverables related to Amazon Connect

Manage projects involving Agentic AI solutions (autonomous workflows, AI agents, conversational AI, LLM-based systems)

Coordinate delivery of AI use cases such as virtual agents, intelligent routing, case automation, and decision support

Ensure alignment with AI governance, security, compliance, and responsible AI principles

Collaborate with data science, ML engineering, and platform teams to ensure scalable AI deployment.

Act as primary point of contact for business stakeholders, product owners, and technology teams

Facilitate project ceremonies including sprint planning, reviews, retrospectives, and steering committee meetings

Manage cross-functional teams across engineering, cloud, AI, operations, vendors, and business users

Provide clear, proactive communication on status, risks, issues, and dependencies.

Job Qualifications

Strong project management expertise with cloud and enterprise-scale programs

Excellent communication, leadership, and stakeholder management skills

Proven ability to manage multiple workstreams and complex integrations

Strong analytical, problem-solving, and decision-making abilities

Identify, track, and mitigate project risks and issues

Manage scope changes through formal change control processes

Ensure quality assurance, UAT coordination, and production readiness

Support post-go-live stabilization and transition to operations

Minimum qualifications

Bachelor's degree in Engineering, Computer Science, Information Systems, or related field

Relevant years of Project Management experience (adjustable)

Experience in Contact Center, Customer Experience (CX), or Digital Transformation programs

Preferred qualifications

PMP®, PRINCE2®, or equivalent

Agile certifications (CSM, SAFe, PMI-ACP)

AWS Certified Cloud Practitioner / Solutions Architect (Nice to have)

AI / ML fundamentals certifications (Nice to have)

Principal Consultant – Project Manager

Team Leader Operations || Fintech Experience || Gurugram

HR Ops

Canadian Voice Process

Territory Business Manager