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Digital Experience Architect

4 weeks ago

Hyderabad, Telangana, India PepsiCo Full time
Job Description:

We are seeking a highly skilled Digital Experience Architect to lead the design and implementation of a seamless self-service experience across various digital channels. The ideal candidate will have a strong background in Conversational AI platforms, chatbots, and voice bots, as well as experience in designing and developing IT service portals and ServiceNow mobile apps.

Key Responsibilities:
  1. Lead the design and implementation of a seamless self-service experience across ServiceNow's mobile app, virtual agent bot, IT service portal, voice/IVR, etc.
  2. Drive adoption through data-driven strategy by analyzing user data to identify the most impactful use cases and curating a self-service strategy that maximizes user adoption and satisfaction.
  3. Design a user-friendly and engaging conversation flow that considers the overall user experience, including pre-chat, during chat, and post-chat interactions.
  4. Become a chatbot/mobile app guru by continuously monitoring chatbot performance, analyzing user feedback, and implementing data-driven improvements to optimize user interactions.
  5. Stay ahead of the curve by staying updated on the latest Digital Service Desk technologies and best practices, including ServiceNow's newest offerings and relevant ITSM tools.
  6. Automate for efficiency by designing and executing automation workflows to streamline user interactions and minimize manual interventions.
  7. Embrace Agile principles by applying Agile methodologies to deliver seamless customizations for our self-service platforms and applications.
  8. Deliver exceptional service experience by possessing a deep understanding of the ITSM suite and leveraging it to deliver exceptional customer service within the self-service ecosystem.
  9. Lead and collaborate by organizing and prioritizing development efforts, interfacing effectively with vendors and management, and potentially coordinating the work of additional administrators.
  10. Integration architect by considering dependencies, relationships, and integration points to ensure seamless integration of our self-service solutions with other systems.
  11. Storyteller and doer by effectively managing and executing complex user stories, translating high-level tasks into successful implementations.
  12. Org Change Management (OCM) & Adoption by being able to land digital technologies well in the large organization and defining strategies for high adoption rate.
Qualifications:
  • Bachelor's degree in computer science, IT, or a related field, or equivalent experience.
  • 5+ years' experience in Conversational AI platforms, chatbots, and voice bots (ServiceNow VA, Amelia, Azure AI/LUIS, etc.).
  • 6+ years of experience designing and developing IT service portals, chatbots, and ServiceNow mobile apps.
  • 5+ years of Design Thinking & Experience Management.
  • 10+ years of ITIL experience, certified ITIL v3 Expert/Intermediate or ITIL 4 Practitioner.
  • Must have very strong storytelling and MS PowerPoint skills.
  • Ability to think creatively and solve problems independently.
  • Passion for building user-friendly and engaging chatbot experiences.
  • Understanding of Agile ways of working – Scrum ceremonies.
  • Outstanding written and verbal communication skills in English and the ability to concisely express complex issues/solutions.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
What We Offer:
  • Competitive compensation package.
  • A flexible work environment that promotes a healthy balance between personal and professional life.
  • A dynamic and inclusive culture.
  • A supportive team that will foster your professional growth and development.
  • Opportunity to work on relevant and impactful projects for the business.
  • Opportunity to give back to the community with our volunteer programs.