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, contain...