Contact Centre Automation & Conversational AI

Job description

**Role Purpose** Drive 360-degree automation initiatives across Customer Service, Collections and Sales  (BNPL) through Voice Bots, WhatsApp Bots, AI Agents and Contact Centre technology platforms. The role will be responsible for managing end-to-end automation projects, vendor relationships, platform integrations and performance optimisation to improve customer experience while delivering operational efficiencies. **Key ResponsibilitiesConversational AI and Bot Management** - Own bot design, training, testing, integration, deployment and optimisation. - Improve automation adoption, containment rates and customer engagement. - Work closely with business teams to enhance customer journeys. **Automation Strategy & Delivery** - Manage project timelines, stakeholder alignment and successful delivery. - Identify and implement automation opportunities across customer-facing journeys. - Drive Voice Bot, WhatsApp Bot and AI-led automation initiatives and Dialler and Tech integrations from concept to production. **Vendor Management** - Manage relationships with dialler, chatbot, voicebot and contact-centre technology vendors. - Track SLAs, project milestones and deliverables. - Handle commercials, contract discussions and performance reviews. **Technology & Integrations** - Coordinate with Product and Technology teams for API, CRM and platform integrations. - Support implementation of omnichannel communication solutions. - Ensure seamless integration between automation platforms and internal systems. **Analytics & Performance Monitoring** - Prepare automation dashboards and business reviews. - Track KPIs related to containment, resolution, engagement and ROI. - Recommend optimisation opportunities based on performance data. **Stakeholder Management** - Collaborate with Operations, Product, Technology, Risk and Vendor teams. - Conduct governance reviews and project status meetings. - Drive closure of action items and escalations. **Required Skills** - Contact Centre Operations & Technology - Voice Bot / Chat Bot Platforms - WhatsApp Business Platform - Vendor Management - Project Management - API & CRM Integrations - Data Analysis and Reporting - Strong Communication & Stakeholder Management **Preferred Experience** - 3-5 years of experience in Contact Centre Technology, Customer Experience Automation, Digital Transformation or Conversational AI. - Experience in Fintech, BFSI, Lending or Customer Support environments preferred. - Experience managing external technology partners and automation vendors.