Lead CX Automation & Conversational AI

Fridom

5-7 Years

Not Disclosed

Pune, India

Posted 12 hours ago
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Job Description

Position: Lead CX Automation & Conversational AI

Department: Customer Support

Location: Pune (On-site)

Working Days: 6 days a week

Shift Timing: Day Shifts

At Frido, we're looking for a hands-on professional to transform customer support through automation, conversational AI, and self-service solutions. If you have experience building chatbots, automating customer support workflows, and integrating AI-driven solutions, this opportunity is for you!

Key Responsibilities:

Design and build self-service chatbot flows for chat and WhatsApp.
Redesign IVR systems to improve customer experience and call routing.
Implement AI-powered agent copilots with suggested replies and automated tagging.
Manage helpdesk automation, ticket routing, SLAs, and workflows.
Integrate helpdesk and chatbot systems with Shopify, Uniware, Clickpost, and payment systems using APIs and webhooks.
Develop proactive customer notifications and automation reporting.
Track automation performance, customer satisfaction, and repeat contact rates.

What We're Looking For:

5+ years of experience, including at least 3 years building bots, IVR, or helpdesk automation in a live contact centre.
Hands-on experience with chatbot and WhatsApp conversation design.
Strong knowledge of IVR systems, helpdesk administration, and workflow automation.
Experience with REST APIs, JSON, webhooks, and Postman.
Practical experience with LLM-based bots, generative AI agents, and copilots.
Strong analytical skills with SQL or advanced spreadsheet skills.
Experience with Freshdesk, Zendesk, Salesforce Service Cloud, Intercom, or similar platforms.

Good to Have: