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30/11 Sainath Reddy
Recruitment Specialist at Rekrut India

Views:258 Applications:81 Rec. Actions:Recruiter Actions:10

Associate Vice President - IVR & Chatbot Implementation - BFSI (8-15 yrs)

Mumbai Job Code: 1187374

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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