Overview

The Digital Channel Transformation Engineering Specialist is part of the IT Operations team within PepsiCo. The role leads the engineering transformation of digital channels through AI, agentic capabilities, Now Assist Virtual Agent, Portal, and voicebot, while partnering with the ServiceNow team to deliver reliable ITSM experiences.

Responsibilities
- Lead the engineering transformation of digital channels by designing, developing, and deploying AI-powered assistants, agentic workflows, and voice experiences.
- Identify high-value agentic AI opportunities across digital channels and bring them to life through discovery, prototyping, production engineering, and adoption measurement.
- Design, implement, and evolve Now Assist Virtual Agent , Portal, and voicebot capabilities that provide intuitive, secure, and consistent employee and customer experiences.
- Build LLM-based and Retrieval-Augmented Generation (RAG) solutions that ground responses in approved knowledge, policies, and operational data.




- Engineer and orchestrate AI agents using appropriate frameworks and platforms, such as LangGraph, ServiceNow AI, CrewAI, or equivalent technologies, including tool calling, guardrails, and human-in-the-loop controls.
- Create production-quality software components, services, and automation scripts using sound engineering practices, testing, version control, and secure development standards.
- Integrate AI services, Now Assist Virtual Agent , Portal, and voicebot capabilities with mobile applications, enterprise systems, data sources, and third-party tools through APIs, events, and secure service interfaces.
- Define and implement AI and agent observability, including tracing, logging, evaluation, alerting, and dashboards for quality, latency, task success, handoff rate, adoption, cost, safety, and user feedback.
- Establish AI platform capabilities for prompt and model management, evaluation, monitoring, governance, and continuous improvement across digital ch

📌 Workplace-Agentic AI Architect (Hyderabad)
🏢 PepsiCo
📍 Hyderabad