Manager - Technical Project Manager

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.

Required Qualifications

• 6 - 8 years of experience in technical project management or delivery management, with at least 3 - 4 years in contact center technology or CX AI implementations
• Working knowledge of conversational AI, voicebot, chatbot, agent assist, or QA automation solutions - architecture, deployment models, and integration patterns
• Hands-on familiarity with cloud platforms (AWS, Azure, or GCP) - VPC configuration, networking fundamentals, security groups, and deployment pipelines
• Understanding of enterprise telephony: SIP trunking, SBC configuration, SIP URI routing, call flow design, and integration with CCaaS platforms such as Genesys, Five9, NICE, Avaya, Twilio, MaxContact, Cisco, or LiveVox
• Proficiency with PM and delivery tools - Jira, Confluence, Smartsheet, MS Project, or equivalent, and experience running agile or hybrid delivery models
• Strong project management fundamentals - project planning, risk management, dependency tracking, and stakeholder communication
• Ability to read and review technical architecture diagrams, API documentation, and integration specifications
• Excellent communication skills - able to operate credibly in both technical deep-dives and executive status reviews

• Preferred Qualifications

• Direct implementation experience with one or more CX AI platforms - Kore AI, Yellow AI, Parloa, Cresta, Google CCAI, Amazon Connect, or similar
• Experience with API-based and real-time streaming integrations (REST, WebSocket, gRPC) in contact center environments
• Familiarity with LLM-based architectures, RAG pipelines, and knowledge management configurations within conversational AI solutions
• Familiarity with DevOps and CI/CD pipelines, containerization (Docker, Kubernetes), and infrastructure-as-code tools (Terraform, CloudFormation)
• Experience with monitoring and observability tools - Datadog, Splunk, CloudWatch, Grafana, or similar - in production contact center environments
• Experience working in a BPO or managed services delivery model with enterprise clients

Exposure to compliance and security frameworks relevant to contact center deployments — PCI-DSS, HIPAA, SOC 2, or GDPR

⚠️ 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 @firstsource.com email addresses.