AI & Self-service Operations Specialist-Third Party Payroll

Oppo; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Oppo in India is seeking a skilled professional to lead chatbot operations and self-service configuration for its customer support platforms. You will manage knowledge bases, tune ASR/TTS, integrate AI tools, and collaborate with product and IT teams to improve automation and user experience.

The role involves administering the Call Center CRM, monitoring performance metrics, and ensuring accuracy across all digital channels. Bachelor's degree required; 2–5 years of relevant experience.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• 2–5 years of chatbot operations or contact center technology experience.
• Hands-on experience with CRM systems and voice bot/IVR technologies.

Responsibilities

• Collect, consolidate, and organize chatbot FAQs from customer queries, agent feedback, and product teams; configure standard responses in the chatbot backend, test thoroughly, and publish updates; maintain a centralized, well-structured, and easily retrievable knowledge repository.
• Proactively identify questions the chatbot answers incorrectly or fails to recognize, manually annotate correct phrasings, and supplement relevant keywords and lexicon to help the bot continuously learn and improve; analyze bot performance metrics and drive iterative improvement cycles.
• Incorporate new product specifications and updates into the chatbot backend in a timely manner to ensure accurate, up-to-date, and consistent responses to product-related inquiries across all channels.
• Audit all knowledge base content for factual accuracy, completeness, proper terminology, clear instructions, consistent formatting, and compliance; take full ownership of content quality across all digital channels and establish review/approval workflows.
• Independently configure and maintain chatbot self-service settings based on evolving business requirements.
• Test and validate all configurations to ensure they function as expected before release, minimizing customer friction.
• Administer and maintain the Call Center CRM environment, including case management, customer records, routing, queues, and integrations.
• Monitor system health and performance, troubleshoot issues, and coordinate with vendors/platform support for resolution.
• Support voice bot implementation, including main flow configuration, human handoff strategies, and escalation logic.
• Collaborate with cross-functional teams on ASR/TTS tuning, intent recognition, and dialogue design to improve automation rates.
• Evaluate, deploy, and integrate AI tools (NLU, sentiment analysis, agent assist) within the call center environment.
• Leverage data and analytics to drive operational efficiency, cost savings, and improved customer experience.

Skills

Self-service design principles

Independent / collaborative

Voice bot / ASR / TTS familiarity

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Call Center CRM (Salesforce / Dynamics 365 / Zendesk)

AI/NLU tools

Genesys Dialog Engine / Dialogflow

Job description

This Opening is for one of the entity of OPPO

Roles & Responsibilities

1. Chat Bot Operations

• Collect, consolidate, and organize chatbot FAQs from customer queries, agent feedback, and product teams; configure standard responses in the chatbot backend, test thoroughly, and publish updates; maintain a centralized, well-structured, and easily retrievable knowledge repository.
• Proactively identify questions the chatbot answers incorrectly or fails to recognize, manually annotate correct phrasings, and supplement relevant keywords and lexicon to help the bot continuously learn and improve; analyze bot performance metrics (containment rate, deflection rate, fallback rate) and drive iterative improvement cycles.
• Incorporate new product specifications and updates into the chatbot backend in a timely manner to ensure accurate, up-to-date, and consistent responses to product-related inquiries across all channels.
• Audit all knowledge base content for factual accuracy, completeness, proper terminology, clear instructions, consistent formatting, and compliance; take full ownership of content quality across all digital channels and establish review/approval workflows.

2. Self-Service Configuration

• Independently configure and maintain chatbot self-service settings based on evolving business requirements.
• Test and validate all configurations to ensure they function as expected before release, minimizing customer friction.

3. Call Center CRM Administration

• Administer and maintain the Call Center CRM environment, including case management, customer records, routing, queues, and integrations.
• Monitor system health and performance, troubleshoot issues, and coordinate with vendors/platform support for resolution.

4. Voice Bot Implementation & Optimization

• Support voice bot implementation, including main flow configuration, human handoff (transfer) strategies, and escalation logic.
• Collaborate with cross-functional teams on ASR/TTS tuning, intent recognition, and dialogue design to improve automation rates.

5. AI Tool Integration in Call Center

• Evaluate, deploy, and integrate AI tools (NLU, sentiment analysis, agent assist, etc.) within the call center environment.
• Leverage data and analytics to drive operational efficiency, cost savings, and improved customer experience.

Other Requirements

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience

• 2 - 5 years of experience in chatbot operations, contact center technology, or a related digital operations role.
• Hands-on experience with Call Center CRM systems (e.g., Salesforce, Dynamics 365, Zendesk, or similar).
• Practical exposure to voice bot / IVR technologies (ASR, TTS, NLU) and human-handoff design.
• Experience with knowledge management tools and chatbot platforms (e.g., Genesys Dialog Engine, Google Dialogflow, or similar).

Skills

• Solid understanding of self-service customer experience principles and best practices.
• Ability to work independently and collaborate effectively with cross-functional teams (Product, IT, Vendors, Operations).