Senior Manager - Customer Care and Contact Center Technology

Ready to shape the future of work?  

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.  

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.  

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. 

Inviting applications for the role of Senior Manager, Customer Care 

A Senior Manager in Contact Center Technology leads strategic initiatives to optimize customer engagement through advanced technology platforms. This role involves managing omnichannel operations, integrating AI solutions, and driving performance improvements across remote and hybrid teams. 

Responsibilities  

• Technology Leadership: Oversee implementation and optimization of CCaaS platforms, CRM systems, telephony, and omnichannel support tools. 

• AI & Automation Strategy: Lead development of AI and Conversational AI solutions (e.g., chatbots, NLP, sentiment analysis) to enhance customer experience. 

• Data-Driven Decision Making: Analyze KPIs like FCR, AHT, NPS, and CSAT to inform operational strategies. 

• Team Management: Supervise cross-functional teams including developers, data scientists, and contact center agents. 

• Process Innovation: Drive continuous improvement initiatives and implement best practices for service delivery. 

• Compliance & Security: Ensure adherence to data privacy regulations and security protocols. 

• CX Collaboration: Partner with marketing, product, and sales teams to align contact center operations with broader customer experience goals. 

• CRM Platforms: Salesforce, Oracle CRM, Microsoft Dynamics 

• Telephony Systems: Five9, Cisco, Avaya, VoIP, ACD routing 

• Workforce Management: NICE, Verint, 

•  AI Tools: RASA, Microsoft Bot Framework, Google Dialogflow 

• Cloud Platforms: AWS, Azure, Google Cloud 

• QA & Reporting Tools: Tableau, Power BI, Calabrio 

• Project Management: Jira, Asana, MS Project 

• Leadership & Coaching: Proven ability to mentor teams and foster a culture of excellence. 

• Communication: Strong interpersonal and stakeholder engagement skills. 

• Problem-Solving: Analytical mindset with a track record of resolving complex operational issues. 

• Adaptability: Skilled in managing change across hybrid work environments. 

• Emotional Intelligence: Empathetic leadership style that enhances team morale and customer satisfaction. 

Qualifications  

Minimun Qualifications: 

• Bachelor’s Degree (preferred in Computer Science, Engineering, or Business) 

Preferred Qualifications/Skills: 

• Experience managing large-scale projects and cross-functional teams 

• Familiarity with compliance standards (e.g., HIPAA, GDPR) 

Why join Genpact?  

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation  

• Make an impact – Drive change for global enterprises and solve business challenges that matter  

• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities  

• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day  

• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress  

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.  

Let’s build tomorrow together.  

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.   
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.