Delivery Lead Contact Center – AI capabilities
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Job Summary
Position Description:
Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .
Job Title: Delivery Lead Contact Center (AI Capabilities)
Position: Delivery Lead / Senior Manager
Experience: 10 Years
Category: Digital Transformation / Contact Center Solutions
Main Location: Bangalore
Employment Type: Full Time
Qualification: Bachelors degree in Computer Science Information Technology Business Administration or related field.
Job Description
Role Overview
The Delivery Lead Contact Center (AI Capabilities) is responsible for leading end-to-end delivery of enterprise contact center transformation programs with a strong focus on Artificial Intelligence integration. This role combines deep expertise in contact center technologies AI-driven automation and business stakeholder management to drive measurable business outcomes.
Key Responsibilities
Lead the successful delivery of contact center transformation projects ensuring timely and within-budget completion.
Drive AI adoption initiatives including chatbot voicebot predictive analytics and NLP-based solutions.
Collaborate with clients to identify AI-driven optimization opportunities across customer experience and operations.
Oversee development and integration of AI solutions such as:
Chatbot and voicebot implementations
Predictive analytics and machine learning models
Natural Language Processing (NLP) and speech recognition systems
Act as liaison between business stakeholders and technical teams to align delivery with strategic objectives.
Work closely with solution architects to design scalable AI-enabled contact center architectures.
Develop project plans manage budgets allocate resources and track delivery milestones.
Identify project risks and implement mitigation strategies proactively.
Ensure adherence to quality standards and client expectations throughout the delivery lifecycle.
Required Skills & Experience
Strong experience with cloud-based contact center platforms such as Amazon Connect Genesys Cloud or Five9.
Proficiency in contact center technologies including telephony systems CRM platforms and workforce management tools.
Hands-on experience with AI technologies including chatbots voicebots predictive analytics and machine learning.
Familiarity with agile development methodologies and version control tools such as Git.
Strong understanding of AI concepts including NLP and speech recognition.
Excellent communication and stakeholder management skills.
Strong analytical and problem-solving capabilities.
Ability to manage multiple programs in a fast-paced dynamic environment.
Preferred Qualifications
Certifications such as Genesys Certified Solution Architect or AWS Certified Solutions Architect.
Experience with DevOps practices including CI/CD pipelines.
Knowledge of IT service management frameworks such as ITIL.
Exposure to enterprise-scale digital transformation programs.
Skills:
- VoIP
- VoIP
- VoIP
- Chatbot
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Key Skills
- Forklift
- Customer Service
- Organizational skills
- Basic Math
- Dealership Experience
- Laundry
- SyteLine
- Warehouse Experience
- Dispatching
- Personal Injury Law
- Translation
- Project Coordination
About Company
The COMPANY is one of the few end-to-end consulting firms with the scale, reach, capabilities and commitment to meet clients’ enterprise digital transformation needs. Our 77,500 consultants and professionals work side-by-side with clients in 10 industries across more than 400 location ... View more
