10 months ago
Hyderābād, IndiaSenior
Responsibilities
- Identify high-volume and high-impact voice processes suitable for automation.
- Design conversational flows, intents, user journeys, and expected outcomes for voicebots.
- Build and configure voicebots using 3CLogic, ServiceNow Virtual Agent, or other conversational AI tools.
- Integrate 3CLogic with CRM, ITSM, HR, and ERP backend systems.
- Ensure seamless handoffs between voicebots and live agents.
- Connect voicebots with RPA and workflow automation platforms.
- Monitor voicebot performance and optimize scripts, dialog flows, and automation accuracy using analytics and feedback.
- Track containment rate, call deflection, CSAT, and average handle time reduction.
- Collaborate with business, IT, automation, vendor, ServiceNow, and 3CLogic stakeholders.
- Document solution designs, standard operating procedures, and transformation benefits.
Requirements
- 9+ years of experience in contact center transformation or automation.
- 3+ years of hands-on experience with 3CLogic, including configuration, call flows, integrations, and reporting.
- Proven experience implementing voicebot or conversational AI solutions.
- Familiarity with ServiceNow, RPA tools, and speech analytics is 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.
Categories
About PepsiCo
PepsiCo is a global food and beverage company that manufactures, markets, and distributes snacks and drinks under brands such as Pepsi, Mountain Dew, Gatorade, Lay’s, Doritos, and Quaker Oats. It sells to consumers through retail, foodservice, and e-commerce channels, with products available in more than 200 countries and territories. Founded in 1965 and headquartered in Purchase, New York, PepsiCo is a public company listed on NASDAQ under the symbol PEP.