Agm - Chatbot Platform Owner

Job Req ID: 46795
- Location: Pune, IN
- Function: Technology/ IOT/Cloud
- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.

**Role**

**PM - Chatbot Ecosystem & Digital Experience Layer**

**Job Level/ Designation**

M2/ Assistant General Manager

**Function / Department**

IT- Digital

**Location**

Pune

**Job Purpose**
- Drive the integration of the chatbot ecosystem within the broader Digital Experience Platform (DXP), ensuring a cohesive and effective omnichannel customer experience.
- Lead initiatives to enhance chatbot capabilities, leveraging emerging technologies like Generative AI, LLMs, and advanced NLP, to improve customer engagement, automation, and self-service.
- Define and implement best practices for chatbot design, development, deployment, and optimization, ensuring alignment with business objectives and operational KPIs.
- Manage end-to-end delivery of chatbot-related projects, working closely with cross-functional teams and partners to achieve successful outcomes.

**Key Result Areas/Accountabilities**

Chatbot Ecosystem Management:

- Develop and execute a strategic roadmap for Vi's chatbot ecosystem, aligning with overall digital transformation goals.
- Oversee the entire lifecycle of chatbot solutions, from concept and design to implementation, testing, and ongoing optimization.
- Drive improvements in chatbot performance, accuracy, and user satisfaction through data analysis, A/B testing, and continuous refinement of conversational flows.
- Identify opportunities to expand the functionality and reach of chatbots across various customer touchpoints and business processes.
- Evaluate and integrate new chatbot technologies, including Generative AI, LLMs, and related AI advancements (Vector DB, Embeddings, RAG), to enhance capabilities.
- Ensure compliance with relevant regulations and data privacy standards in all chatbot implementations.

Relationship with other roles:

- Collaborate with product owners, business stakeholders, and technical teams to define chatbot requirements and priorities.
- Manage relationships with external chatbot technology providers and partners.
- Provide guidance and support to development teams involved in chatbot implementation.
- Facilitate communication and alignment between different IT and business units regarding chatbot initiatives.
- Participate in coordination meetings (sprint plans) with internal and external stakeholders (3rd Party Service Providers/ Partners), VIL Technology, Business Functions chapter leads.
- Facilitates the interactions with the rest of the IT solution architect community.
- Gives inputs to Product owner on feasibility and suggests ways to achieve squad objectives through feasible solutions.

Plans delivery and reviews solutions:

- Plan and manage the delivery of chatbot projects and enhancements, ensuring on-time and within-budget completion.
- Participate in the definition of technical solutions for chatbot initiatives, providing expert knowledge and guidance.
- Ensure the technical consistency and alignment of chatbot solutions with the overall digital architecture.
- Certify the effort estimates given by development partners.

Creates Technology roadmap:

- Participate in the platform, product, partner POCs conducted by technology strategy team, with a focus on chatbot and conversational AI technologies.

Create and maintain an implementation roadmap for