Sholinganallur, Chennai, Tamil Nadu Digital marketing manager Jobs – 253 Open Jobs Today

Consulting-C&M-Digital Foundry-CCaaS Implementation Manager-Manager/Executive Manager
Deloitte —Chennai, Tamil Nadu
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Cornixe Private Limited —Kottivakkam, Chennai, Tamil Nadu
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codemind staffing solutions —Chennai, Tamil Nadu
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Skilldeo.ai —Chennai, Tamil Nadu
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VGPMARINE KINGDOM —Saidapet, Chennai, Tamil Nadu
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Amura Health —Chennai, Tamil Nadu
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ALPS Digital Devices Pvt Ltd —Chennai, Tamil Nadu
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Consulting-C&M-Digital Foundry-CCaaS Implementation Manager-Manager/Executive Manager

Deloitte -
Chennai, Tamil Nadu

Apply Now

Job details

3 hours ago

Qualifications

BCS
Telephony
ITIL Certification
Cloud infrastructure
Azure
Computer Science
PCI
Avaya
PMP
Call centre
Salesforce
Information Systems
Research
AWS
IVR
VoIP
Project management
Presentation skills
Bachelor's degree
Scrum
APIs
ServiceNow
Project management methodology
Agile
ISO 27001
Workforce management
AI
Leadership
PRINCE2 Certification

Full job description

Customer

The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experience and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.

Level: Quality Implementation Manager - BPaaS or equivalent

Work you’ll do:

The CCaaS (Contact Centre as a Service) Implementation Manager leads the end-to-end deployment of cloud-based contact centre platforms for the organisation or its clients. This role demands a rare blend of technical depth, project management discipline, and stakeholder acumen. The CCaaS Implementation Manager is responsible for translating business requirements into scalable cloud solutions, managing complex multi-workstream delivery programmes, and ensuring seamless transitions from legacy environments to modern CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Salesforce Service Cloud Voice, or Five9. This is a high-impact role that sits at the intersection of technology, operations, and customer experience transformation.

Job Responsibilities:

Lead full lifecycle CCaaS implementation projects from discovery and solution design through to go-live and post-launch stabilisation
Manage multiple concurrent implementation workstreams, ensuring delivery against agreed scope, timelines, quality standards, and budget
Conduct detailed discovery workshops with business stakeholders to capture current-state operations, pain points, and future-state requirements
Translate business and functional requirements into technical specifications, configuration documents, and solution architecture artefacts
Oversee platform configuration and integration activities including IVR/IVA design, ACD routing logic, skills-based routing, omnichannel se\tup, and CRM integrations
Manage third-party vendor and system integrator relationships, holding partners accountable to delivery commitments
Develop and own end-to-end project plans, RAID logs, change control processes, and executive status reports
Coordinate UAT (User Acceptance Testing) planning and execution, managing defect resolution and sign-off processes
Lead cutover planning and go-live execution, including fallback and contingency management
Design and deliver change management and training programmes to ensure high adoption and readiness across agent, supervisor, and admin populations
Drive post-implementation reviews, capturing lessons learned and embedding improvements into the delivery methodology
Maintain current knowledge of the CCaaS market landscape, emerging capabilities (AI, automation, analytics), and competitor platforms
Serve as a trusted advisor to client stakeholders, navigating technical complexity with clear, business-relevant communication
Contribute to pre-sales activities including RFP responses, solution demonstrations, and effort estimation

The team:

Our Digital Foundry Operate & Innovations (DFO&I) team partners with organizations to rapidly design, build, and scale digital products and experiences that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, and operations specialists, we deliver end-to-end solutions—from initial concept and agile development to ongoing digital operations—enabling clients to experiment, iterate, and scale digital initiatives with confidence and agility. We support clients across domains such as strategy, commerce, marketing, sales, and service, helping them realize their digital ambitions through flexible, scalable teams. Our expertise spans the full digital lifecycle, including customer research, experience design, platform development, content production, and marketing automation. By bridging the gap between strategy and execution, we empower organizations to achieve measurable outcomes and deliver exceptional customer experiences in an ever-evolving digital landscape.

Good to Have Skills/Project Experience/Certifications:

Bachelor's degree in Computer Science, Information Systems, Business, or a related field
5–8+ years of experience in contact centre technology, with at least 3 years managing CCaaS implementation projects
Hands-on experience implementing one or more leading CCaaS platforms (e.g. Genesys Cloud CX, Amazon Connect, NICE CXone, Salesforce Service Cloud Voice, Avaya Experience Platform, or Five9)
Practical experience delivering AI transformation initiatives and translating opportunities into measurable results.
Strong understanding of contact centre operations including ACD, IVR/IVA, workforce management, omnichannel routing, and reporting
Proficiency in project management methodologies (PMP, PRINCE2, or equivalent); Agile/Scrum experience is highly valued
Experience with CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow) and API-based connectivity
Familiarity with SIP/VoIP telephony, cloud infrastructure (AWS, Azure, or GCP), and CTI architectures
Excellent stakeholder management skills with experience presenting to and influencing C-suite and senior executive audiences
Strong documentation skills including solution design documents, BRDs, test plans, and training materials
Experience managing cross-functional teams including developers, QA engineers, business analysts, and change management professionals
Certifications in relevant CCaaS platforms (e.g. Genesys Certified Professional, AWS Connect Specialist)
ITIL Foundation certification or equivalent service management experience
Experience with AI-powered CX capabilities including conversational AI, virtual agents, and real-time agent assist
Exposure to WFM/WFO platform integrations (e.g. Verint, NICE WFM, Calabrio)
Experience in a consulting, BPO, or system integrator environment
Knowledge of data privacy and compliance frameworks (GDPR, PCI-DSS, ISO 27001) as they apply to cloud contact centre deployments

Key Performance Indicators:

On-time and on-budget project delivery rate
Post-go-live platform stability (critical incident rate within 90 days of cutover)
UAT defect resolution rate and sign-off achievement
Stakeholder and client satisfaction scores (NPS/CSAT) for implementation engagements
Agent and supervisor platform adoption rate at 30 / 60 / 90 days post-launch
Scope change and change request management effectiveness
Team utilisation and resource efficiency across concurrent implementations

Location: Hyderabad/ Chennai

Education: UG - Any Graduate - Any Specialization - Any Postgraduate

Experience: Overall 10+ yrs with at least 5 years BPaaS Quality Implementation Manager.

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.

Benefits to help you thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 353593

Apply Now

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