Agent Serve Design

Location: Bengaluru

We are looking for an Manager – GenAI & Automation to drive next-generation customer support initiatives across our e-commerce platform. This role will own and scale GenAI-led solutions such as Voicebots, Agent Co-pilot, Chat automation, and CRM-integrated workflows to improve customer experience, agent productivity, and cost efficiency.

The ideal candidate comes from a customer support or contact center background, has hands-on experience with automation / AI initiatives, understands CRM systems deeply, and can work cross-functionally with Product, Engineering, Operations, and external vendors.

Key Responsibilities

GenAI & Automation Ownership

• Own end-to-end delivery of GenAI initiatives including Voicebot, Chatbot, Agent Co-pilot, auto-summarization, and notes automation

• Identify high-impact customer journeys for automation and drive solution design

• Continuously optimize models and workflows to improve CSAT, AHT, FCR, containment, and cost metrics

Customer Support & Operations

• Apply strong customer support domain knowledge to ensure AI solutions are practical and agent-friendly

• Work closely with Operations to ensure smooth adoption and change management

• Define SOPs, guardrails, fallback logic, and escalation mechanisms

CRM & Platform Enablement

• Work on CRM integrations to enable AI features (case handling, workflows, role-based access, automation triggers)

• Partner with Product and Engineering teams to enhance CRM usability and data availability

Data & Performance Management

• Use data to identify opportunities, track performance, and measure business impact

• Build dashboards and reports to track automation outcomes and ROI

• Drive continuous improvement using insights from data and agent/customer feedback

Stakeholder & Vendor Management

• Act as a key liaison between Product, Engineering, Operations, Analytics, and external AI/voicebot vendors

• Manage vendors, reviews, pilots, UATs, and production rollouts

• Communicate progress, risks, and outcomes clearly to senior stakeholders

Innovation & Risk Taking

• Think out of the box to propose innovative AI use cases beyond traditional support flows

• Take calculated risks, run pilots/POCs, and scale what works

• Stay updated on GenAI trends relevant to customer support and e-commerce

Required Skills & Experience

• 3–5 years of experience in customer support, contact center operations, automation, or product ops roles

• Hands-on experience with prompt writing for Voicebot, Chatbot, Agent Co-pilot, or AI-led support initiatives

• Strong understanding of CRM platforms (case management, workflows, access controls, and integrations)

• Strong data skills – ability to analyze metrics, draw insights, and make decisions

• Proven stakeholder management and cross-functional collaboration skills

• Ability to work in ambiguity and drive execution end-to-end

• Excellent communication and problem-solving skill

Good to Have

• Experience in e-commerce high-volume support environments

• Experience working with GenAI vendors (Google, AWS, OpenAI, or similar platforms)

• Exposure to voice technologies, NLP, LLMs, or automation platforms

• Experience in building SOPs, training content, and rollout plans