Director of Growth

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Experience: 6+ yrs

Location: Mumbai, Maharashtra, India

Job Type: Full-time

We are looking for an experienced professional to contribute to the development and delivery of AI-first Customer Experience (CX) solutions that help enterprises transform and automate customer interactions at scale.

The role involves working across AI Agents, Agentic AI, Voice AI, Conversational AI, omnichannel engagement, workflow automation, and AI-powered customer support. The ideal candidate will combine strong technical expertise with a deep understanding of enterprise customer experience, automation, and emerging AI technologies.

Requirements

Key Responsibilities

• Contribute to the design and delivery of AI-first customer experience and automation solutions for enterprise customers.
• Work with AI Agents and Agentic AI technologies to automate customer interactions and business workflows.
• Develop and support Conversational AI and Voice AI experiences across customer engagement use cases.
• Design omnichannel customer journeys across voice, messaging, chat, and other digital channels.
• Integrate AI-powered solutions with enterprise applications, CRM platforms, APIs, and business workflows.
• Translate customer and business requirements into scalable technical and product solutions.
• Collaborate with Product, Engineering, AI/ML, Customer Success, and other teams throughout solution development and delivery.
• Support the development of intelligent workflows that automate repetitive customer support and operational processes.
• Evaluate AI solutions for accuracy, reliability, scalability, security, and customer experience.
• Analyse customer interaction data and identify opportunities to improve automation, engagement, and service outcomes.
• Participate in solution design, technical discussions, product demonstrations, and enterprise customer engagements where required.
• Troubleshoot technical and integration issues and work with engineering teams to drive effective resolution.
• Contribute to testing, deployment, monitoring, documentation, and continuous improvement of AI-powered CX solutions.
• Stay current with developments in Generative AI, LLMs, AI agents, conversational technologies, and enterprise automation.
• Identify opportunities to improve platform capabilities, workflows, integrations, and overall customer experience.

What Makes You a Great Fit

• 6+ years of professional experience in technology, software development, AI/ML, customer experience technology, product engineering, or a related field.
• Strong understanding of AI-powered customer experience, automation, and enterprise technology solutions.
• Hands-on exposure to Generative AI, LLMs, AI Agents, or Agentic AI.
• Understanding of Conversational AI, Voice AI, chatbots, virtual assistants, or intelligent customer support solutions.
• Experience working with APIs, integrations, enterprise applications, and workflow automation.
• Familiarity with omnichannel customer engagement platforms and digital communication technologies.
• Strong understanding of software development, system integration, scalability, security, and reliability.
• Experience translating business and customer requirements into practical technical solutions.
• Strong analytical and problem-solving capabilities with excellent attention to detail.
• Ability to work effectively with Product, Engineering, AI/ML, Sales, Customer Success, and enterprise stakeholders.
• Strong communication and stakeholder-management skills.
• Comfortable working in fast-paced, evolving environments with emerging technologies.
• Strong ownership mindset with the ability to independently drive initiatives from concept through implementation.
• Experience with enterprise SaaS, CRM, contact-centre technology, customer support platforms, or workflow automation is an advantage.
• Strong curiosity and willingness to continuously experiment with emerging AI and automation technologies.