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 prospects 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 (India)
🏢 Fibe -
📍 India