Drive 360-degree automation initiatives across Customer Service, Collections and Sales (BNPL) through Voice Bots, WhatsApp Bots, AI Agents and Contact Centre technology platforms. The role will be responsible for managing end-to-end automation projects, vendor relationships, platform integrations and performance optimisation to improve customer experience while delivering operational efficiencies.
Key ResponsibilitiesConversational AI and Bot Management
- Own bot design, training, testing, integration, deployment and optimisation.
- Improve automation adoption, containment rates and customer engagement.
- Work closely with business teams to enhance customer journeys.
Automation Strategy & Delivery
- Manage project timelines, stakeholder alignment and successful delivery.
- Identify and implement automation opportunities across customer-facing journeys.
- Drive Voice Bot, WhatsApp Bot and AI-led automation initiatives and Dialler and Tech integrations from concept to production.
Vendor Management
- Manage relationships with dialler, chatbot,
voicebot and contact-centre technology vendors.
- Track SLAs, project milestones and deliverables.
- Handle commercials, contract discussions and performance reviews.
Technology & Integrations
- Coordinate with Product and Technology teams for API, CRM and platform integrations.
- Support implementation of omnichannel communication solutions.
- Ensure seamless integration between automation platforms and internal systems.
Analytics & Performance Monitoring
- Prepare automation dashboards and business reviews.
- Track KPIs related to containment, resolution, engagement and ROI.
- Recommend optimisation opportunities based on performance data.
Stakeholder Management
- Collaborate with Operations, Product, Technology, Risk and Vendor teams.
- Conduct governance reviews and project status meetings.
- Drive closure of action items and escalations.
Required Skills
- Contact Centre Operations & Technology
- Voice Bo
📌 Contact Centre Automation (Pune)
🏢 Fibe -
📍 Pune
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