AGM - Chatbot Platform Owner

Job Purpose

• Senior IT professional responsible for the strategic direction, performance, and evolution of Vi's chatbot ecosystem. This includes VIL Chatbot, WhatsApp BOT, Email BOT, Voice BOT (Postpaid Collection & Prepaid Retention, Marketplace Chatbot BOT, NEO Chatbot), and other AI-powered conversational interfaces.
• Drive the integration of the chatbot ecosystem within the broader Digital Experience Platform (DXP), ensuring a cohesive and effective omnichannel customer experience.
• Lead initiatives to enhance chatbot capabilities, leveraging emerging technologies like Generative AI, LLMs, and advanced NLP, to improve customer engagement, automation, and self-service.
• Define and implement best practices for chatbot design, development, deployment, and optimization, ensuring alignment with business objectives and operational KPIs.
• Manage end-to-end delivery of chatbot-related projects, working closely with cross-functional teams and partners to achieve successful outcomes.

Key Result Areas/Accountabilities

Chatbot Ecosystem Management:

• Develop and execute a strategic roadmap for Vi's chatbot ecosystem, aligning with overall digital transformation goals.
• Oversee the entire lifecycle of chatbot solutions, from concept and design to implementation, testing, and ongoing optimization.
• Drive improvements in chatbot performance, accuracy, and user satisfaction through data analysis, A/B testing, and continuous refinement of conversational flows.
• Identify opportunities to expand the functionality and reach of chatbots across various customer touchpoints and business processes.
• Evaluate and integrate new chatbot technologies, including Generative AI, LLMs, and related AI advancements (Vector DB, Embeddings, RAG), to enhance capabilities.
• Ensure compliance with relevant regulations and data privacy standards in all chatbot implementations.

Relationship with other roles:

• Collaborate with product owners, business stakeholders, and technical teams to define chatbot requirements and priorities.
• Manage relationships with external chatbot technology providers and partners.
• Provide guidance and support to development teams involved in chatbot implementation.
• Facilitate communication and alignment between different IT and business units regarding chatbot initiatives.
• Participate in coordination meetings (sprint plans) with internal and external stakeholders (3rd Party Service Providers/ Partners), VIL Technology, Business Functions chapter leads.
• Facilitates the interactions with the rest of the IT solution architect community.
• Gives inputs to Product owner on feasibility and suggests ways to achieve squad objectives through feasible solutions.

Plans delivery and reviews solutions:

• Plan and manage the delivery of chatbot projects and enhancements, ensuring on-time and within-budget completion.
• Participate in the definition of technical solutions for chatbot initiatives, providing expert knowledge and guidance.
• Ensure the technical consistency and alignment of chatbot solutions with the overall digital architecture.
• Certify the effort estimates given by development partners.

Creates Technology roadmap:

• Participate in the platform, product, partner POCs conducted by technology strategy team, with a focus on chatbot and conversational AI technologies.
• Create and maintain an implementation roadmap for chatbot technologies, aligning with future needs and strategic objectives.

Must have technical / professional qualifications

• Experience in Digital technologies with a focus on chatbot development, with at least 5 years as a Digital Solution Architect for a large enterprise.
• Min 5 years of experience in areas of API development, running large scale integration programs thru REST/SOAP services, Message Oriented Middleware.
• Working knowledge of project/product management tools (e.g., Jira, Octane).
• Working knowledge of API design and documentation tools (e.g., Swagger).
• Strong stakeholder management and communication skills.
• Working knowledge of testing digital assets (cloud APIs) using tools like Postman.
• Knowledge of NoSQL databases and caching technologies.
• Strong knowledge of NLP based BOT Design Guidelines, Frameworks (Amazon Lex, Google Dialogflow, MS Bot Framework).
• Good to have knowledge in MLOps & ML Frameworks (Tensorflow, PyTorch, Sci-Kit Learn)
• Knowledge and in-depth understanding of Vector DB, Embeddings, RAG.
• Good to have programming skills (e.g., Python, Java).
• Working knowledge to provide consultative guidance in leveraging Gen AI/LLM/Agentic AI capabilities across VIL Digital Landscape (Assets/Platforms/Solutions).
• Preferred to have certified Solution Architect in Cloud Technologies/Services (MS Azure/AWS/GCP)