OverviewPepsiCo is looking for an Automation Office Lead to drive the company's digital channel automation strategy. This role owns how employees and customers interact with support and service channels — making sure routine requests get resolved automatically instead of sitting in someone's queue.Responsibilities- Own the automation roadmap for digital channels, deciding what gets automated, in what order, and why. - Drive adoption of ServiceNow Virtual Agent, SysTrack, and Voicebot — making sure these tools are actually used, not just deployed. - Lead the build-out of agentic AI and RPA solutions that reduce manual effort across IT and business support functions. - Track how well automation is working — resolution rates, deflection from human agents, user satisfaction — and adjust course when the numbers say something isn't working. - Partner with IT operations, employee experience, and business teams to find new opportunities for automation. - Manage relationships with platform vendors and ensure tools are configured to get the most value out of them. - Build and guide a team of automation analysts and developers, including hiring, coaching, and performance management. - Present progress and plans to senior leadership in a way that's clear and backed by data, not just activity reports. - Stay on top of where agentic AI and automation technology is heading, and bring back ideas that are worth piloting. Qualifications- 12+ years of experience in IT automation, digital workplace, or service management roles, with at least 3-4 years in a leadership capacity. - Hands-on experience with ServiceNow (especially Virtual Agent), SysTrack, and conversational AI/voicebot platforms.



- Working knowledge of RPA tools (UiPath, Automation Anywhere, or Power Automate) and how agentic AI fits into a broader automation strategy. - A track record of taking automation from pilot to scale — not just proof-of-concepts that never go anywhere. - Comfort with data: you should be able to read adoption and performance metrics and turn them into decisions. - Strong stakeholder management skills — this role sits between IT, business teams, and vendors, and you'll need to keep all three aligned. - Experience managing a team, with the ability to develop talent and set clear priorities. - Bachelor’s degree in computer science, Information Technology, or a related field. Relevant certifications (ServiceNow CIS, RPA tool certifications, Agentic, GENAI ) are a plus. - 12+ years of experience in IT automation, digital workplace, or service management roles, with at least 3-4 years in a leadership capacity. - Hands-on experience with ServiceNow (especially Virtual Agent), SysTrack, and conversational AI/voicebot platforms. - Working knowledge of RPA tools (UiPath, Automation Anywhere, or Power Automate) and how agentic AI fits into a broader automation strategy. - A track record of taking automation from pilot to scale — not just proof-of-concepts that never go anywhere. - Comfort with data:



you should be able to read adoption and performance metrics and turn them into decisions. - Robust stakeholder management skills — this role sits between IT, business teams, and vendors, and you'll need to keep all three aligned. - Experience managing a team, with the ability to develop talent and set clear priorities. - Bachelor’s degree in computer science, Information Technology, or a related field. Relevant certifications (ServiceNow CIS, RPA tool certifications, Agentic, GENAI ) are a plus. - Own the automation roadmap for digital channels, deciding what gets automated, in what order, and why. - Drive adoption of ServiceNow Virtual Agent, SysTrack, and Voicebot — making sure these tools are actually used, not just deployed. - Lead the build-out of agentic AI and RPA solutions that reduce manual effort across IT and business support functions. - Track how well automation is working — resolution rates, deflection from human agents, user satisfaction — and adjust course when the numbers say something isn't working. - Partner with IT operations, employee experience, and business teams to find new opportunities for automation. - Manage relationships with platform vendors and ensure tools are configured to get the most value out of them. - Build and guide a team of automation analysts and developers, including hiring, coaching, and performance management. - Present progress and plans to senior leadership in a way that's clear and backed by data, not just activity reports. - Stay on top of where agentic AI and automation technology is heading, and bring back ideas that are worth piloting.

📌 Workplace Automation & Ai-Architect (Hyderabad)
🏢 PepsiCo
📍 Hyderabad