Project Manager – AI & Automation

About the role

You will lead AI and automation projects from concept through launch, handing them over to Operations and QA for ongoing management. The role focuses on delivering stable AI agents for contact‑center functions such as telesales, customer care, and loan issuance.

Key responsibilities

• Plan and track each project with milestones, owners, dates and dependencies, updating a portfolio view weekly.
• Identify slippage early, propose fixes and report status (red/amber/green) to the Head of CXE.
• Manage vendors during build: run weekly syncs, enforce scope, timelines and quality, and maintain contracts, NDAs and onboarding paperwork.
• Own API testing, documentation and sharing with vendors; coordinate inputs from knowledge‑base, product rules and compliance.
• Conduct internal testing, limited live tests and work with QA during ramp‑up to resolve issues.
• Lead phased rollouts, set go/no‑go decisions, ensure operational owners are prepared and provide SOPs, training and hand‑over documentation.
• Present launch readouts to management, comparing AI versus human performance.
• Identify new automation ideas, build short business cases and prioritize next projects.

Required profile

• 4+ years of project management experience, with at least 2 years delivering technology projects with external vendors.
• Working knowledge of APIs and ability to test and document them.
• Process‑oriented mindset, turning ambiguous work into clear steps, templates and repeatable cycles.
• Proven track record of shipping projects from kickoff to live launch.
• Strong follow‑up skills, comfortable chasing vendors and senior stakeholders.
• Experience in contact‑center or BPO operations is a strong plus.

Required skills

• API testing and documentation
• Excel for data analysis
• Project tracking tools such as Jira, Asana or Monday.com
• Contact‑center platforms (Webitel, Genesys, Five9 or similar)
• Customer‑engagement/marketing automation platforms (MoEngage, CleverTap, Braze)
• Conversational AI technologies – voicebots, chatbots, IVR