Specialist/Channel

We are looking for a highly skilled and strategically minded Specialist/Channel to lead and scale our AI initiatives across customer-facing touchpoints. This role will own the end-to-end vision, design, and implementation of advanced AI-driven bots that help customers to get support for their queries. It can be basic query or transaction related queries, complaint, etc., targeting to reduce reliance on human support. You will sit at the intersection of product, operations, data science, and customer care – driving solutions that reduce call volumes, complaint volumes, improve resolution time, and elevate user satisfaction.

Responsibilities

Main Responsibility and Duties:

• Own the AI bot roadmap: Build, enhance, and scale AI chatbot and virtual agent capabilities across our fintech application.
• Translate customer pain points into automation use cases: Collaborate with customer care, operations, and product teams to identify high-volume queries and calls / complaints suitable for automation.
• Ensure transactional intelligence: Enable bots to fetch and interpret real-time transaction status, error codes, or confirmation steps via backend system integrations.
• Define smart escalation logic: Develop bot-to-human handover strategies for unresolved issues, ensuring seamless user experience.
• Oversee AI model performance: Work with data and AI engineers to train, fine-tune, and evaluate model accuracy, NLU understanding, and output relevance.
• Drive continuous learning: Use bot analytics, user feedback, and conversation logs to refine intent detection, improve response precision, and expand automation scope.
• Cross-functional leadership: Liaise with compliance, technology, and experience design teams to ensure regulatory and UX alignment.
• Customer obsession: Serve as the voice of the user, advocating for intelligent and empathetic bot behavior.

Qualifications

QUALIFICATIONS

• 5+ years of experience in product management with at least 2 years focused on AI/ML products, chatbots, or automation platforms.
• Proven success in building customer service bots or AI copilot tools, ideally in fintech, banking, or digital commerce.
• Experience integrating bots with transactional backends, such as payment gateways, core banking systems, or wallet engines.
• Familiarity with Generative AI tools and NLU/NLP platforms
• Experience in a regulated fintech or digital banking environment.