Join a dynamic team focused on transforming customer contact centers through the strategic implementation of Generative AI, conversational AI, automation, and other cutting-edge digital technologies. This role is pivotal in ensuring program success by overseeing governance, planning, tracking, and risk management across various workstreams.

We are seeking a dedicated PMO professional to drive this large-scale initiative. You will be instrumental in building strong foundations for future growth and ensuring that every aspect of the transformation aligns with our strategic objectives. Learn more about the exciting world of Customer at Deloitte.

Establish robust program governance structures, including forums, steering committees, and working groups, to ensure structured decision-making and alignment.

Develop and meticulously manage an integrated program plan, tracking critical path activities, milestones, dependencies, and deliverables across all workstreams.

Monitor program status, timelines, budgets, and resources, proactively identifying deviations and recommending corrective actions.

Coordinate seamlessly with business, technology, operations, product, data, AI, and implementation teams to guarantee smooth project execution.

Manage RAID logs (Risks, Assumptions, Issues, Dependencies) with clear ownership and effective mitigation strategies.

Prepare comprehensive weekly/monthly status reports, dashboards, and executive-level program updates.

Drive action tracking and follow-ups to ensure timely closure of critical decisions and deliverables.

Support the management of scope, change requests, requirements, and key program decisions.

Track readiness across all transformation phases, from discovery and design through to deployment and hypercare.

Coordinate dependencies for AI/GenAI components, including LLMs, knowledge bases, conversational AI, and automation tools.

Monitor key transformation KPIs related to deployment, adoption, automation, customer experience, and operational efficiency.

Support the identification and escalation of delivery risks, including data quality, AI performance, integrations, and security.

Maintain up-to-date program documentation, decisions, and governance artifacts.

A minimum of 7-10 years of experience in PMO, program management, transformation, or consulting is essential, with a preference for experience in contact centers, customer experience, or digital transformations.

Possess a strong understanding of contact center operations and the intricacies of transformation journeys.

Experience with AI, Generative AI, automation, conversational AI, or digital transformation programs is highly advantageous.

Demonstrate strong proficiency in MS Excel, PowerPoint, and project management tools.

Exhibit excellent stakeholder management and communication skills, capable of engaging effectively with CXOs, business leaders, technology teams, and implementation partners.

Possess strong analytical, problem-solving, and organizational abilities.

Be adept at managing multiple workstreams, competing priorities, and tight deadlines within a complex transformation environment.

A solid grasp of program governance, RAID management, dependency management, and executive reporting is required.

Demonstrate the ability to translate complex technology and AI concepts into clear business-level updates and actionable insights.

Preferred qualifications include an MBA or equivalent postgraduate degree, along with certifications like PMP or PRINCE2. Prior experience in Contact Centre Transformation, Customer Experience, GenAI, or Enterprise Technology Transformation is highly desirable.