Associate Vice President - IVR & Chatbot Implementation - BFSI

Associate Vice President- IVR & Chatbot Implementation

Role overview: Lead digital transformations project using IVR, chatbots, and related products through extensive stakeholder and vendor management. Lead a team of people owning these products.

Job description:

- Understanding the customer service landscape in services company, preferably BFSI

- Translating the functional requirements into product roadmap

- Lead the product and implementation team of IVR and chatbot experts

- Plan and strategize projects on bot and IVR to achieve business outcomes of reducing volumes at contact center and improve customer experience

- Oversee and manage end-to-end implementation of transformation projects on IVR & Bot

- Drive internal integration of the chatbot and IVR with Salesforce

- Work with internal product owners to ensure the service products are implemented for all product offerings

- Liaise and work closely with internal teams and vendors to ensure uptime and issues mitigation of bot and IVR applications

Skills needed:

- Understanding of customer service nuances

- Experience of transforming customer service by using SaaS applications

- Understanding of IVR and Chatbot product (techno-functional skillset)

- Prior experience of setting up chatbot (preferred)

- Ability to work with multiple internal stakeholders and cross functional teams to influence quicker decisions and mitigate roadblocks

- Vendor management

- Project management

- Knowledge of and manage project lifecycle