Are you passionate about leveraging Generative AI, Conversational AI, Voicebots, Chatbots, and Agentic AI to transform customer experiences? Join Air India Express and play a key role in shaping the future of AI-powered customer support and digital servicing.

Key Responsibilities

- Lead AI-driven customer support transformation initiatives across chatbot, voicebot, GenAI, and self-service ecosystems.
- Identify and implement automation opportunities to improve customer experience, efficiency, and operational effectiveness.
- Manage and optimize conversational AI platforms, automation workflows, and customer support technologies.
- Drive AI platform governance, performance analytics, and vendor management.
- Collaborate with business, technology, and operations teams to deliver impactful automation programs and digital transformation initiatives.

What We're Looking For

- 4–8 years of experience in AI Automation, Conversational AI, Digital Transformation, Customer Experience,



or Customer Support Transformation.
- Hands-on experience implementing or managing chatbot and/or voicebot solutions.
- Strong knowledge of GenAI, Agentic AI, LLMs, NLP/NLU, Conversational AI, APIs, and Automation Frameworks .
- Experience with platforms such as Microsoft Copilot Studio, Kore.ai, Yellow.ai, Avaamo, Dialogflow, Genesys, Amazon Lex , or similar.
- Robust stakeholder management, project management, analytical, and communication skills.

Qualifications

- Bachelor's degree in Engineering, Technology, Computer Applications, or a related field.
- AI, Agile, PMP, or Lean Six Sigma certifications are an added advantage.

Why Join Us? ✈️ Work on enterprise-scale AI transformation programs

? Drive innovation in customer experience and automation

? Build the future of AI-powered customer engagement in aviation

📌 Manager - AI Automation (Gurugram)
🏢 Air India Express
📍 Gurugram