Role Purpose

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 Bot / Chat Bot Platforms
- WhatsApp Business Platform
- Vendor Management
- Project Management
- API & CRM Integrations
- Data Analysis and Reporting
- Robust Communication & Stakeholder Management

Preferred Experience

- 3-5 years of experience in Contact Centre Technology, Customer Experience Automation, Digital Transformation or Conversational AI.
- Experience in Fintech, BFSI, Lending or Customer Support environments preferred.
- Experience managing external technology partners and automation vendors.

📌 Contact Centre Automation & Conversational AI (Pune)
🏢 Fibe -
📍 Pune