Principal Consultant – Project Manager

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)