Agent Serve Design

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

35 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