Lead CX Automation & Conversational AI

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:

• Experience with Freshworks and Freddy AI.
• Knowledge of Shopify, Uniware, Clickpost, and WhatsApp Business API.
• Experience in D2C or e-commerce customer support.
• Familiarity with no-code automation tools such as Zapier, Make, or n8n.
• Experience with vernacular voice bots and helpdesk migrations.

Interested Candidates can share resumes at [HIDDEN TEXT]