| Role Details |
This role will identify high-impact use cases, work with business and technology teams, and ensure end-to-end delivery of AI solutions at scale
1. AI in CX Strategy & Roadmap
Define AI and automation roadmap aligned to CX 2.0 and business priorities
Identify high-impact use cases with clear ROI
2. Use Case Identification & Prioritization
Identify opportunities across:
Assisted support
Self-service
Sales enablement
Proactive diagnostics
Prioritize based on impact and feasibility
3. End-to-End Implementation
Lead delivery from:
Problem definition
Solution design
Pilot
Production rollout
4. Cross-Functional Collaboration
Partner with CX, Product, Engineering, Data Science, AI COE, and Business teams
Define data requirements and integration approach
5. Performance Tracking
Track measurable impact across:
NPS
Conversion
Turnaround time
Cost efficiency Expected Outcomes
Scaled deployment of AI-led CX use cases across journeys
Reduction in customer effort and support load
Improved first contact resolution and turnaround times
Measurable improvement in CX and operational efficiency metrics Key Attributes - Should be Customer-centric: empathetic and curious with an ability to internalize the point of view of our customer and exhaustively represent their wants, needs and pain points
- Forward thinker: should have the aptitude for creative and innovative thinking and analysis
- Good interpersonal, networking and influencing skills
- Problem solving and analytical skills
- Data driven mindset with an aptitude for technology
- Strong project management skills
- Change management and communication skills
- Be Collaborative. Should be able to thrive in a culture of collaboration and promote deep partnership between cross-functional teams.
|
| Preference |
7-10 years experience in AI, automation, or digital transformation roles
Experience deploying AI solutions in live customer journeys
Understanding of conversational AI, LLMs, and automation frameworks
|
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country's leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India's leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.
