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Architect-Agentic AI
Full-time
PepsiCo is looking for a hands-on professional to lead transformation for the IT Operations team 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 service efficiency.
Responsibilities
Identify high-volume, high-impact voice processes suitable for automation and design conversational flows and intents.
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 and seamless bot-to-agent handoffs.
Partner with automation teams to connect voicebots with RPA or workflow automation platforms.
Track metrics such as containment rate, call deflection, CSAT, and average handle time reduction to refine dialog flows.
Qualifications
9+ years of experience in Contact Center Transformation and Automation.
3+ years of hands-on experience with 3CLogic (configuration, call flows, integrations, reporting).
Proven track record implementing Voicebot or Conversational AI solutions.
Familiarity with ServiceNow, RPA tools, speech analytics, IVR design, and ACD systems.
