Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.
We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.
VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.
VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
VIL is an equal opportunity employer committed to diversifying its workforce.
Role
PM - Chatbot Ecosystem & Digital Experience Layer
Job Level/ Designation
M2/ Assistant General Manager
Function / Department
IT- Digital
Location
Pune
Job Purpose
- Senior IT professional responsible for the strategic direction, performance, and evolution of Vi's chatbot ecosystem. This includes VIL Chatbot, WhatsApp BOT, Email BOT, Voice BOT (Postpaid Collection & Prepaid Retention, Marketplace Chatbot BOT, NEO Chatbot), and other AI-powered conversational interfaces.
- Drive the integration of the chatbot ecosystem within the broader Digital Experience Platform (DXP), ensuring a cohesive and effective omnichannel customer experience.
- Lead initiatives to enhance chatbot capabilities, leveraging emerging technologies like Generative AI, LLMs, and advanced NLP, to improve customer engagement, automation, and self-service.
- Define and implement best practices for chatbot design, development, deployment, and optimization, ensuring alignment with business objectives and operational KPIs.
- Manage end-to-end delivery of chatbot-related projects, working closely with cross-functional teams and partners to achieve successful outcomes.
Key Result Areas/Accountabilities
Chatbot Ecosystem Management:
- Develop and execute a strategic roadmap for Vi's chatbot ecosystem, aligning with overall digital transformation goals.
- Oversee the entire lifecycle of chatbot solutions, from concept and design to implementation, testing, and ongoing optimization.
- Drive improvements in chatbot performance, accuracy, and user satisfaction through data analysis, A/B testing, and continuous refinement of conversational flows.
- Identify opportunities to expand the functionality and reach of chatbots across various customer touchpoints and business processes.
- Evaluate and integrate new chatbot technologies, including Generative AI, LLMs, and related AI advancements (Vector DB, Embeddings, RAG), to enhance capabilities.
- Ensure compliance with relevant regulations and data privacy standards in all chatbot implementations.
Relationship with other roles:
- Collaborate with product owners, business stakeholders, and technical teams to define chatbot requirements and priorities.
- Manage relationships with external chatbot technology providers and partners.
- Provide guidance and support to development teams involved in chatbot implementation.
- Facilitate communication and alignment between different IT and business units regarding chatbot initiatives.
- Participate in coordination meetings (sprint plans) with internal and external stakeholders (3rd Party Service Providers/ Partners), VIL Technology, Business Functions chapter leads.
- Facilitates the interactions with the rest of the IT solution architect community.
- Gives inputs to Product owner on feasibility and suggests ways to achieve squad objectives through feasible solutions.
Plans delivery and reviews solutions:
- Plan and manage the delivery of chatbot projects and enhancements, ensuring on-time and within-budget completion.
- Participate in the definition of technical solutions for chatbot initiatives, providing expert knowledge and guidance.
- Ensure the technical consistency and alignment of chatbot solutions with the overall digital architecture.
- Certify the effort estimates given by development partners.
Creates Technology roadmap:
- Participate in the platform, product, partner POCs conducted by technology strategy team, with a focus on chatbot and conversational AI technologies.
Create and maintain an implementation roadmap for chatbot technologies, aligning with future needs and strategic objectives.
Core Competencies, Knowledge, Experience
- Strong business acumen, with a deep understanding of how chatbots can drive business value and improve customer experience in the telecom industry.
- Extensive knowledge of chatbot platforms, frameworks, and development best practices.
- Deep understanding of Natural Language Processing (NLP), Machine Learning (ML), and Artificial Intelligence (AI) principles, particularly as they relate to conversational interfaces.
- Experience with designing and implementing complex chatbot solutions, including integrations with enterprise systems.
- Experience with Containerized Microservice based applications for self-healing and auto scaling.
- Development Experience with middleware Technologies, Microservice, Containerized applications and RESTful Web services.
- Expert in API Management tools, Integration of complex Enterprise systems.
- Deep experience of Agile development and expert in modern DevOps process, tools and technologies like Jenkins, maven, Nexus etc.
- Expert on cloud native architecture including public cloud PaaS/IaaS, microservice architecture and modular APIs.
- Strong understanding of DXP (Adobe Experience Manager, Sitecore, Liferay DXP etc.
- Functional & Technical Knowledge of Consumer facing App & Web based ecosystem.
- Working knowledge in Cloud Ecosystem (MS Azure, AWS, GCP) to provide consultative (orchestrate design, development, deployment) of micro services based modular digital solutions which are efficient and scalable for incoming requirement from VIL Technology, Business Functions.
- Expertise in digital security, privacy to ensure the VIL Digital Assets are in compliant with VIL Organization & TRAI Guidelines.
- Working knowledge of incident & service management leveraging ITSM,ITIL Methodologies.
- Experience in microservice based application design, implementation of Docker/Kubernetes, CI/CD tools, continuous testing, test automation (SOAP UI), and continuous monitoring is needed.
Must have technical / professional qualifications
- Master’s or Bachelor’s degree in Computer Science, Information Systems, or a related field.
- 7-10 years of experience in Digital technologies with a focus on chatbot development, with at least 5 years as a Digital Solution Architect for a large enterprise.
- Min 5 years of experience in areas of API development, running large scale integration programs thru REST/SOAP services, Message Oriented Middleware.
- Working knowledge of project/product management tools (e.g., Jira, Octane).
- Working knowledge of API design and documentation tools (e.g., Swagger).
- Strong stakeholder management and communication skills.
- Working knowledge of testing digital assets (cloud APIs) using tools like Postman.
- Knowledge of NoSQL databases and caching technologies.
- Strong knowledge of NLP based BOT Design Guidelines, Frameworks (Amazon Lex, Google Dialogflow, MS Bot Framework).
- Good to have knowledge in MLOps & ML Frameworks (Tensorflow, PyTorch, Sci-Kit Learn)
- Knowledge and in-depth understanding of Vector DB, Embeddings, RAG.
- Good to have programming skills (e.g., Python, Java).
- Working knowledge to provide consultative guidance in leveraging Gen AI/LLM/Agentic AI capabilities across VIL Digital Landscape (Assets/Platforms/Solutions).
Preferred to have certified Solution Architect in Cloud Technologies/Services (MS Azure/AWS/GCP)
Years of Experience
- 10 or More years of experience in Digital technologies/API development out of which min 5 years as Digital Solution architect of a large enterprise.
- Min 5 years of experience in areas of API development, running large scale integration programs through SOAP services, Message Oriented Middleware.
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership