Workplace Automation & AI-Architect

PepsiCo; Hyderabad; Hybrid; INR 3,500,000 - 5,200,000; Full time

Job summary

PepsiCo is seeking an Automation Office Lead to drive the digital channel automation strategy. You will own how employees and customers interact with support channels and ensure routine requests are automated.

You will lead adoption of ServiceNow Virtual Agent, SysTrack, and Voicebot, building out AI and RPA solutions to reduce manual work across IT and business support functions.

Qualifications

• 12+ years in IT automation, digital workplace, or service management with leadership experience.
• Hands-on with ServiceNow (Virtual Agent), SysTrack, and conversational AI/voicebot platforms.
• Experience with RPA tools and integrating agentic AI into automation strategy.
• Proven ability to scale automation from pilot to full deployment.

Responsibilities

• Own the automation roadmap for digital channels and determine priorities.
• Drive adoption of ServiceNow Virtual Agent, SysTrack, and Voicebot tools.
• Lead development of agentic AI and RPA solutions reducing manual effort.
• Monitor automation metrics and adjust strategies based on data.
• Collaborate with IT operations, employee experience, and business teams to uncover opportunities.
• Manage vendor relationships and ensure optimal tool configuration.
• Build and mentor a team of automation analysts and developers.
• Present progress and plans to senior leadership with data-backed insights.
• Stay ahead of automation technology and pilot worthwhile ideas.

Skills

IT Automation

Leadership

ServiceNow

RPA

Stakeholder Management

Data-driven decisions

Education

Bachelor’s degree in Computer Science / IT

Tools

SysTrack

UiPath

Power Automate

Voicebot platforms

Job description

Overview

PepsiCo is looking for an Automation Office Leadto drive the company's digital channel automation strategy. This role owns how employees and customers interact with support and service channels — making sure routine requests get resolved automatically instead of sitting in someone's queue.

Responsibilities

• Own the automation roadmap for digital channels, deciding what gets automated, in what order, and why.
• Drive adoption of ServiceNow Virtual Agent,SysTrack, andVoicebot— making sure these tools areactually used, not just deployed.
• Lead the build-out of agentic AI and RPA solutions that reduce manual effort across IT and business support functions.
• Track how well automation is working — resolution rates, deflection from human agents, user satisfaction — and adjust course when the numbers say somethingisn'tworking.
• Partner with IT operations, employee experience, and business teams to find new opportunities for automation.
• Manage relationships with platform vendors and ensure tools are configured to get the most value out of them.
• Build and guide a team of automation analysts and developers, including hiring, coaching, and performance management.
• Present progress and plans to senior leadership in a waythat'sclear and backed by data, not just activity reports.
• Stay on top of where agentic AI and automation technology isheading, andbring back ideas that are worth piloting.

Qualifications

• 12+ years of experience in IT automation, digital workplace, or service management roles, with at least 3-4 years in a leadership capacity.
• Hands-on experience with ServiceNow (especially Virtual Agent),SysTrack, and conversational AI/voicebotplatforms.
• Working knowledge of RPA tools (UiPath, Automation Anywhere, or Power Automate) and how agentic AI fits into a broader automation strategy.
• A track recordof taking automation from pilot to scale — not just proof-of-concepts that never go anywhere.
• Comfort with data: you should be able to read adoption and performance metrics and turn them into decisions.
• Strong stakeholder management skills — this role sits between IT, business teams, and vendors, andyou'llneed to keep all three aligned.
• Experience managing a team, with the ability to develop talent and set clear priorities.
• Bachelor’s degree in computer science, Information Technology, or a related field. Relevant certifications (ServiceNow CIS, RPA tool certifications,Agentic ,GENAI)are a plus.