Lead Program Manager

Job Summary

Lead Program Manager (CCaaS Migration) - Conversation Banking - (BFSI) - India (IK)

Role Type: Project Manager (Lead)

Total Experience Required: 8-12 years of overall relevant experience.

BFSI Experience (Mandatory): Minimum 5 years of recent BFSI (Banking, Financial Services Insurance) experience is mandatory.

Location: Open - candidate can be based at any of our India delivery locations, with a preference for Delhi NCR, Mumbai, Pune, Hyderabad, Bengaluru, or Chennai.

Engagement Duration: 1 year+ (this is expected to be a multi-year engagement).

Notice Period: Immediate joiners strongly preferred. Candidates with a notice period of up to 30 days maximum will be considered - this is a firm requirement with no exceptions.

Key Responsibilities

• Lead end-to-end CCaaS migration delivery, including resource planning, risk mitigation, cutover, and hypercare
• Own the Genesys migration workstream, ensuring technical and business readiness at each stage
• Coordinate across multiple, cross-functional teams throughout the migration lifecycle
• Manage delivery governance, timelines, and stakeholder reporting for the migration programme
• Drive issue resolution and contingency planning during cutover and hypercare phases

Required / Must-Have Skills

• At least 4-5 years of project lead experience as a Lead PM
• Strong Transformation PM background with CCaaS migration experience, including resource planning, risk mitigation, cutover, and hypercare
• Must have hands-on Genesys migration experience, along with CI exposure
• Experience working within a Transformation programme/project construct, ideally at a large global bank
• Experience coordinating/collaborating with multiple, cross-functional teams

Preferred / Good-to-Have Skills

• Chatbot Voicebot exposure, NLU, LLM / GenAI exposure
• RM Chat (WhatsApp), Genesys Cloud
• Understanding of the Contact Center domain is highly desirable

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.