Description:
We are seeking a visionary and dynamic professional to conceptualize, plan, and execute a comprehensive Digitization Strategy for Virtual Advisor (VA) channels across both B2C and B2B domains. This role is pivotal in driving innovation, enhancing customer experience, and optimizing operational efficiency through cutting-edge AI applications and intelligent technologies
Responsibilities
Key Responsibilities :
- Strategic Leadership:
- Develop and implement a comprehensive AI Design Strategy aligned with the company’s vision and Customer Experience (CX) roadmap (
- Spearhead Digital Transformation Initiatives by virtualizing customer interactions across VA channels, including 101 Voice, Mobile App, Website Chat, WhatsApp, uSMB, and 181 Directory Services.
- Maximize deflection of customer interactions from assisted to non-assisted channels while optimizing Experience, Cost, and Revenue.
- Customer Experience Design:
- Guide the design strategy for AI applications that prioritize user experience and accessibility across all platforms.
- Oversee the end-to-end design cycle from ideation to execution, ensuring high-quality standards and consistency.
- Conduct E2E Journey Mapping to deliver seamless customer experiences on non-assisted channels.
- Innovation and Technology Implementation:
- Direct the planning and implementation of intelligent and innovative technologies to foster competitive advantage and operational productivity.
- Periodically evaluate platforms and self-service tools, offering agile solutions to enhance effectiveness.
- Stay updated with the latest trends in AI, UX, CX, and technologies like Gen AI and OpenAI.
- Customer Journey Transformation:
- Conduct comprehensive customer journey mapping and analytics to simplify conversation flows and intent fulfillment.
- Identify customer pain points through advanced analytics, research, and insights, and develop actionable plans to address them.
- Performance Monitoring & Continuous Improvement
- Define and implement KPIs and performance tracking frameworks to monitor the success of Digital initiatives.
- Leverage data-driven insights to optimize workflows, enhance team productivity, and drive operational efficiency.
- Cultivate a culture of continuous learning, innovation, and process improvement to ensure the delivery of exceptional customer experience outcomes.
- People and Technology Management:
- Ensure quality control of technologies being developed and facilitate team onboarding, training, and communication.
- Conduct deep-dive analysis on failover interactions to human agents, enhancing the learning modules of Virtual Advisor to improve success rates and satisfaction metrics.
- Cross-Functional Collaboration:
- Work closely with Data Analytics, CIT, Marketing, Product Managers, and other teams to create integrated digital solutions.
- Collaborate with internal and external technology teams to address performance gaps and ensure seamless delivery of digital solutions.
Qualifications
Qualifications & Experience:
Education
- Bachelor's Degree: A degree in Computer Science, Information Technology, Artificial Intelligence, Data Science, Telecommunications, or a related field is essential.
- Master's Degree (Preferred): A postgraduate degree in Artificial Intelligence, Machine Learning, Business Administration (MBA), or a relevant field would be advantageous, especially for strategic and leadership roles.
- Certifications: Relevant certifications in AI, machine learning, or telecommunications technologies (e.g., AWS AI/ML, Google Cloud AI, Cisco certifications, NICE, or Avaya) would strengthen the candidate's profile.
Experience
- Experience: Minimum 5 years in Customer Management, preferably in the telecommunications industry.
- Technical Expertise: Familiarity with technologies such as Aspect, Avaya, CISCO, Chatbot, JAVA, NICE, Speech-to-Text, and Text-to-Speech engines.
- Contact Center Knowledge: Strong understanding of Contact Center systems and AI platforms in the telecom sector.
- AI Technology Experience: At least 5 years of experience in AI technologies, with a total of 5+ years including Customer Care Operations.
- Machine/Deep Learning: Expertise in machine learning algorithms, neural networks, and platforms.
- Language Processing: Proficiency in Natural Language Processing, emotion detection, language classification, and machine translation.
- AI Solutions: Experience with conversational AI, robotic process automation, video analytics, biometrics, inference engines, intelligent search, and knowledge representation.
- Analytical Skills: Ability to analyze data and provide actionable insights and recommendations.