Specialist Intelligent and Agentic Automation

Role Purpose

The Specialist Intelligent & Agentic Automation is responsible for driving the full lifecycle of automation and AI-powered process optimization initiatives across Customer Operations.
The role manages automation from end-to-end process mining, discovery, documentation, design, backlog management, delivery, testing, deployment, monitoring, and benefits tracking.
The specialist ensures strong collaboration with Technology teams, promotes automation adoption, and supports COPS transformation priorities by delivering measurable business value and operational efficiency.

Key Accountabilities

A.End-to-End Automation Lifecycle Ownership

• The Specialist leads and executes all stages of the Intelligent Automation journey:
• Process Mining
• Process Discovery
• Pre-Due Diligence (Pre-DD) Assessment
• Process Documentation
• Backlog Management
• Functional Acceptance Testing (FAT) & User Acceptance Testing (UAT)
• Delivery Management with Technology Teams
• Go-Live & Monitoring
• Benefit Monitoring & Value Tracking
• Live Process Monitoring & Continuous Optimization

B.Roadmap & Transformation Management

• Maintain and update the Intelligent Automation Roadmap for COPS.
• Align automation priorities with operational strategy and fiscal year objectives.
• Drive adoption of automation, AI Agents (n8n, Zapier, Make.com), and digital workflows across departments.
• Support change management, training, and process transformation efforts.

C.Report & Performance Management

• Produce automation performance dashboards and management reports.
• Track process KPIs, robot utilization, exception trends, and business benefits.
• Present insights into leadership and recommend improvement actions.

Job Knowledge

• Business Analysis & Requirements Engineering
• Process Mining concepts and tools (UiPath/Celonis)
• RPA and Intelligent Automation capabilities (UiPath preferred)
• AI Agent orchestrators (n8n, Zapier, Make.com)
• Workflow integration, APIs, and system architecture basics
• Telecom operations processes (desirable)
• Agile project delivery (Scrum/Kanban)

Job Related Skills

• Strong end-to-end project ownership
• Excellent documentation and modeling (BPMN)
• Analytical and problem-solving skills
• Strong coordination, stakeholder management, and communication
• Ability to manage multiple initiatives in parallel
• Reporting & dashboarding (Excel, Power BI, UiPath Insights)
• Strong organizational skills and prioritization
• Continuous improvement mindset

Qualification & Experience

• 3–5 years of Business Analysis or Process Optimization experience
• 2+ years in RPA, automation, or digital transformation programs
• Experience with process mining (advantage)
• Experience in technical/IT environments
• Familiarity with AI/automation orchestration tools