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Lead CX Automation & Conversational AI
Full-time
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
