About PepsiCo

PepsiCo is one of the world's leading food and beverage companies, with an extensive portfolio that includes iconic brands like Pepsi, Lay's, Gatorade, and Quaker. Operating in over 200 countries, PepsiCo employs more than 300,000 people globally and is committed to sustainable growth, innovation, and delivering consumer delight. In India, PepsiCo has a strong presence with manufacturing facilities, distribution networks, and innovation hubs driving the food and beverage sector forward. As a leader in the industry, PepsiCo invests heavily in digital transformation to enhance operational efficiency and customer experiences.

Role Overview

The Architect-Contact Center Transformation role at PepsiCo in Hyderabad, Telangana, is a pivotal position within the IT Operations team. This hands-on leadership role focuses on spearheading the transformation of contact center operations through advanced voice automation, AI-driven interactions, and seamless 3CLogic integrations. You will design, implement, and optimize voicebot solutions to elevate user experiences, reduce manual efforts, and drive service efficiency. With PepsiCo's emphasis on innovation, this role offers the chance to work on cutting-edge technologies in a dynamic, global environment.

Why This Role Matters

In today's fast-paced digital landscape, contact centers are evolving from reactive support to proactive, AI-powered service hubs. At PepsiCo, you'll play a key role in this evolution, enabling self-service automation that deflects calls, boosts containment rates, and improves CSAT scores. This position is ideal for seasoned professionals passionate about conversational AI and contact center optimization.

Key Responsibilities

As Architect-Contact Center Transformation, your core duties include:

• Identifying high-volume, high-impact voice processes for automation and designing conversational flows and intents for Voicebots integrated with 3CLogic and ServiceNow.
• Building and configuring Voicebots using 3CLogic, ServiceNow Virtual Agent, or similar tools, while ensuring seamless integrations with backend systems like CRM, ITSM, HR, and ERP.
• Partnering with automation teams to connect Voicebots with RPA and workflow platforms, eliminating manual work through self-service and proactive interventions.
• Monitoring performance metrics such as containment rate, call deflection, CSAT, and average handle time reduction, using analytics to refine scripts and dialog flows.
• Managing stakeholders, vendors like ServiceNow and 3CLogic, and documenting solution designs, SOPs, and transformation benefits for stable deployments.

Day-to-Day Impact

Expect to collaborate cross-functionally, from business teams defining user journeys to IT stakeholders ensuring robust handoffs between bots and live agents. Your work will directly contribute to PepsiCo's operational excellence in India.

Qualifications & Requirements

To succeed in this role, candidates should possess:

• 9+ years of experience in Contact Center Transformation or Automation.
• 3+ years of hands-on experience with 3CLogic, including configuration, call flows, integrations, and reporting.
• Proven track record in implementing Voicebot and Conversational AI solutions.
• Familiarity with ServiceNow, RPA tools, speech analytics, call routing, IVR design, and ACD systems.
• Strong analytical, problem-solving, and communication skills, with the ability to collaborate with cross-functional and vendor teams.

Preferred Skills

Experience in the food and beverage sector or large-scale enterprise environments is a plus. A bachelor's degree in Computer Science, IT, or a related field is typically required.

Benefits & Perks

PepsiCo offers a premium compensation package designed to attract top talent:

• Competitive salary estimated at INR 65-95 lakhs per annum, with performance-based bonuses.
• Comprehensive health insurance, including family coverage, mental health support, and wellness programs.
• Generous paid time off, flexible working hours, and hybrid work options in Hyderabad.
• Learning and development opportunities, including certifications in AI, automation, and leadership training.
• Employee stock purchase plans, retirement benefits, and perks like gym memberships and product discounts.

Career Growth

At PepsiCo, career progression is a priority. This Architect role serves as a launchpad for senior IT leadership positions, such as Head of Digital Transformation or Global Contact Center Lead. With exposure to international projects and mentorship from seasoned executives, you'll have ample opportunities for advancement. PepsiCo's internal mobility program allows seamless transitions across functions and geographies.

Professional Development

Access to PepsiCo University, vendor-specific training on 3CLogic and ServiceNow, and participation in industry conferences ensure continuous skill enhancement.

Why Join Us

Joining PepsiCo means being part of a company that values innovation, sustainability, and employee well-being. In Hyderabad's thriving tech ecosystem, you'll contribute to transformative projects impacting millions of consumers. PepsiCo's culture fosters collaboration, inclusivity, and bold ideas, making it an ideal place for ambitious professionals in contact center transformation.

Role FAQs

Q: What is the experience level required?
A: 9+ years in contact center transformation, with 3+ years specifically on 3CLogic.

Q: Is relocation assistance provided?
A: Yes, for eligible candidates moving to Hyderabad.

Q: What tools will I work with daily?
A: Primarily 3CLogic, ServiceNow, RPA platforms, and analytics tools for voicebot optimization.

Q: How does this role fit into PepsiCo's broader strategy?
A: It aligns with PepsiCo's digital-first approach to enhance customer service efficiency globally.

Q: When can I expect to hear back after applying?
A: Applications are reviewed within 1-2 weeks, with initial interviews shortly after.