Program manager

Job Description

About Firstsource.
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO. BO, Bloomberg: FSOL: IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
Position Level: Manager/Senior Manager
Experience: 5-6 years- in DECX
Responsibilities:
Lead and manage DECX projects, ensuring timely delivery and quality standards.
Oversee the implementation of CCaa S and digital transformation solutions for contact center clients.
Collaborate with cross-functional teams to design and implement solutions using AWS Connect, Azure, Google CCAI, NICE In Contact, and Kore.ai.
Develop project plans, allocate resources, and monitor project progress.
Ensure compliance with industry standards and best practices.
Communicate project status, risks, and issues to stakeholders.
Qualifications:
Bachelor’s degree in Computer Science, Information Technology, Management, Business Administration, or a related field.
Preferred qualification: MBA.
Proven experience in managing large-scale projects in a BPM or contact center environment.
Strong knowledge of CCaa S solutions and digital transformation technologies.
Experience with AWS Connect, Azure, Google CCAI, NICE In Contact, Kore.ai, and generative AI technologies.
Excellent leadership, communication, and problem-solving skills.
What We Are Looking For:
A proactive leader with a strategic mindset.
Strong organizational and multitasking abilities.
Ability to work under pressure and meet tight deadlines.
Excellent stakeholder management and negotiation skills.
A team player with a collaborative approach.
⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or email addresses.
Regards,
Team HR
Arul Kumar