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

•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