Job Purpose

We are looking for a highly driven and techno-functional qualified to lead AI-led customer support transformation initiatives across chatbot, voicebot, Generative AI (GenAI), and Agentic AI ecosystems. The role will be responsible for driving end-to-end automation projects, vendor governance, conversational AI enhancements, and digital customer experience transformation initiatives.

The ideal candidate should possess strong knowledge of AI technologies, conversational AI platforms, Large Language Models (LLMs), automation frameworks, and customer service transformation practices. The candidate should have prior experience in implementing or managing enterprise chatbot/voicebot solutions.

1. Key Accountabilities

AI Automation & Transformation Strategy

- Own the roadmap for AI-led customer support transformation initiatives across chatbot, voicebot, Generative AI, Agentic AI and self-service ecosystems.
- Identify automation opportunities across customer journeys and customer support processes to improve service efficiency, customer experience and operational effectiveness.
- Lead the evaluation, adoption and implementation of emerging AI and automation technologies to enhance customer servicing capabilities.
- Partner with business and technology stakeholders to define automation priorities, transformation opportunities and digital servicing strategies aligned to organizational objectives.
- Drive innovation initiatives focused on improving self-service adoption, reducing customer effort and enhancing digital customer engagement.

Conversational AI & Platform Governance

- Govern the end-to-end chatbot and voicebot ecosystem, including platform enhancements, performance optimization, conversational design improvements and technology upgrades.
- Own the continuous evolution of conversational experiences through implementation of GenAI, LLM and Agentic AI capabilities.
- Establish governance frameworks for conversational AI platforms, ensuring scalability, performance, compliance and business alignment.




- Define and monitor performance metrics including containment rate, automation effectiveness, customer effort, CSAT, NPS and digital channel adoption.
- Drive continuous optimization of bot journeys, knowledge frameworks and automation workflows based on customer insights and performance analytics.

CX Support Systems & Digital Servicing

- Lead enhancement initiatives across customer support technology platforms including CRM, chatbot, voicebot, AI automation platforms and customer experience systems.
- Drive integration of AI and automation solutions with customer service platforms to improve service delivery and customer outcomes.
- Ensure customer support systems effectively support evolving business requirements, customer expectations and operational objectives.
- Translate customer experience strategies into scalable digital servicing capabilities and automation solutions.

Vendor & Technology Governance

- Lead strategic engagement with chatbot, voicebot, AI, SaaS and automation technology partners.
- Evaluate platform capabilities, technology investments and enhancement opportunities to support future-state customer support requirements.
- Drive vendor governance through performance reviews, service level monitoring, roadmap discussions and continuous improvement initiatives.
- Ensure delivery excellence across implementation programs, platform enhancements and transformation initiatives.

Program Delivery & Stakeholder Management

- Lead end-to-end delivery of automation and conversational AI initiatives including business case development, requirements definition, solution design, UAT governance, deployment and post-implementation optimization.
- Influence and align stakeholders across Customer Happiness, Digital, IT, Operations, Commercial and external partners to drive successful program outcomes.
- Provide leadership updates and recommendations on automation performance, platform opportunities, customer experience improvements and transformation priorities.
- Drive adoption and change management initiatives to maximize value realization from AI and automation investments.

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