Senior Manager-Contact Center Transformation

4 weeks ago

Hyderabad, India PepsiCo Full time

Overview We’re looking for a hands-on professional to lead transformation for the IT Operations team at PepsiCo through voice automation, AI-driven interactions, and 3CLogic integrations. This role focuses on designing, implementing, and optimizing voicebot and contact center automation solutions that enhance user experience, minimize manual effort, and boost overall service efficiency. Responsibilities Voicebot Strategy & Design Identify high-volume and high-impact voice processes suitable for automation. Design conversational flows and intents for Voicebots integrated with 3CLogic and ServiceNow (or similar platforms). Collaborate with business teams to define user journeys, intents, and expected outcomes. Implementation & Integration Build and configure Voicebots using 3CLogic, ServiceNow Virtual Agent, or other conversational AI tools. Integrate 3CLogic with backend systems (CRM, ITSM, HR, ERP) to enable end-to-end automation. Ensure seamless handoffs between bot and live agent interactions. Automation & Transformation Partner with automation teams to connect Voicebots with RPA or workflow automation platforms. Continuously identify opportunities to eliminate manual work through self-service and proactive bot interventions. Monitor voicebot performance and optimize based on analytics and feedback. Analytics & Reporting Track metrics such as containment rate, call deflection, CSAT, and average handle time reduction. Use data insights to refine scripts, dialog flow, and improve automation accuracy. Stakeholder & Vendor Management Work closely with ServiceNow, 3CLogic, and IT stakeholders to ensure stable deployments. Document solution design, SOPs, and transformation benefits. Qualifications 3+ years of hands-on experience with 3CLogic (configuration, call flows, integrations, and reporting). Proven track record implementing Voicebot / Conversational AI solutions. Familiarity with ServiceNow, RPA tools, and speech analytics preferred. Understanding of call routing, IVR design, and ACD systems. Strong analytical, problem-solving, and communication skills. Ability to collaborate with cross-functional and vendor teams.

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