Senior Manager

Pepsico

Hyderabad

9-14 Years

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Posted 18 days ago
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Job Description

Overview

Were looking for a hands-on professional to lead transformation for the IT Operations team at PepsiCo through voice automation, AI-driven interactions, and 3CLogic integrations. This role focuses on designing, implementing, and optimizing voicebot and contact center automation solutions that enhance user experience, minimize manual effort, and boost overall service efficiency.

Responsibilities

Voicebot Strategy & Design

Identify high-volume and high-impact voice processes suitable for automation.
Design conversational flows and intents for Voicebots integrated with 3CLogic and ServiceNow (or similar platforms).
Collaborate with business teams to define user journeys, intents, and expected outcomes.

Implementation & Integration

Build and configure Voicebots using 3CLogic, ServiceNow Virtual Agent, or other conversational AI tools.
Integrate 3CLogic with backend systems (CRM, ITSM, HR, ERP) to enable end-to-end automation.
Ensure seamless handoffs between bot and live agent interactions.

Automation & Transformation

Partner with automation teams to connect Voicebots with RPA or workflow automation platforms.
Continuously identify opportunities to eliminate manual work through self-service and proactive bot interventions.
Monitor voicebot performance and optimize based on analytics and feedback.

Analytics & Reporting

Track metrics such as containment rate, call deflection, CSAT, and average handle time reduction.
Use data insights to refine scripts, dialog flow, and improve automation accuracy.

Stakeholder & Vendor Management

Work closely with ServiceNow, 3CLogic, and IT stakeholders to ensure stable deployments.
Document solution design, SOPs, and transformation benefits.

Qualifications

9+ years of experience in Contact Center Transformation / Automation.
3+ years of hands-on experience with 3CLogic (configuration, call flows, integrations, and reporting).
Proven track record implementing Voicebot / Conversational AI solutions.
Familiarity with ServiceNow, RPA tools, and speech analytics preferred.
Understanding of call routing, IVR design, and ACD systems.
Strong analytical, problem-solving, and communication skills.
Ability to collaborate with cross-functional and vendor teams.

More Info

Job Type:

Permanent Job

Industry:

Food and Beverage

Role:

Software Engineer /Programmer

Function:

Employment Type:

Full time

Open to candidates from:

Indian

About Company

Pepsico

PepsiCo is a playground for curious people. We invite thinkers, doers, and changemakers to champion innovation, take calculated risks, and challenge the status quo. From executives to team members on the front lines, we’re excited about the future. We take chances. Together, we dare to make the world a better place. Our associates are the magic ingredient. Each of them plays an integral role in helping create deep connections between people and our products. Think about your last group celebration: Chances are, one of our iconic brands was by your side. At PepsiCo, you’re invited to be a part of a global team of innovators who make, move, and sell these products—which are enjoyed by more than 1 billion people a day. A career at PepsiCo means working in a culture where everyone’s welcome. Here, you can dare to be yourself. No matter who you are or where you’re from, you can influence the people around you and the world at large. By showing up, you’ll have the opportunity to learn, develop and grow your skills for the future. Our supportive teams can fuel your professional goals to make a global impact on people and the planet. Join us. Dare for Better.

Job ID: 133792885

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