Pickyourtrail - Process Automation Specialist

Description :

Process Automation Specialist

Experience : 3- 6 Years

Location : Chennai

Role Summary :

The Process Automation Specialist at Pickyourtrail (PYT) is a pivotal technical role designed to re-engineer the operational fabric of our Customer Experience (CX) and Sales departments. You will be responsible for deconstructing complex, manual travel-planning workflows and rebuilding them into high-velocity, AI-augmented systems. By leveraging a "builders mindset," you will integrate our proprietary CRM (PLATO) with industry-leading automation stacks to ensure that every "super hit holiday" is delivered with surgical precision, minimal human error, and maximum scalability.

Responsibilities :

- Conduct deep-dive operational audits across Sales, Supply, and CX teams to identify high-friction manual tasks and document them for automation potential.

- Architect and deploy end-to-end automated workflows using n8n, Zapier, or Make.com to synchronize data across email, Slack, and internal platforms.

- Design and maintain the logic for "PLATO," our internal CRM, ensuring that automation triggers are robust and data flows seamlessly between disparate travel modules.

- Develop and implement AI-driven workflows utilizing LLMs (Large Language Models) to automate customer communication, itinerary parsing, and sentiment-based routing.

- Create high-fidelity process maps (BPMN 2.0) that visualize the transition from current manual "as-is" states to optimized, automated "to-be" operational journeys.

- Engineer sophisticated error-handling protocols and fail-safe mechanisms to ensure "Zero MIH" (Missing In History) errors within the booking and fulfillment pipeline.

- Build custom webhooks and API integrations to bridge gaps between internal tools and external third-party travel supply systems.

- Establish key performance indicators (KPIs) for every automated workflow, monitoring execution success rates and latency to drive continuous optimization.

- Partner with Product and Engineering teams to define technical requirements for core system updates that support long-term automation stability.

- Conduct rigorous User Acceptance Testing (UAT) for all new automation deployments to ensure they align with the real-world needs of the CX and Sales experts.

- Standardize and update Standard Operating Procedures (SOPs) to reflect new automated paradigms, ensuring the team is trained on "human-in-the-loop" intervention points.

Technical Requirements :

- Proven expertise in building complex, multi-step automations using low-code/no-code platforms like n8n, Zapier, Make.com, or Workato.

- Strong technical understanding of RESTful APIs, JSON data structures, Webhooks, and HTTP request/response cycles.

- Proficiency in technical process mapping and system architecture design, with the ability to translate business logic into algorithmic workflows.

- Hands-on experience with CRM management and customization, preferably within high-volume service or e-commerce environments.

- Solid grasp of data manipulation techniques, including the use of Regex (Regular Expressions) and basic JavaScript or Python for data formatting within automation steps.

- Competency in building monitoring dashboards and alerting systems to track the health of automated processes in real-time.

- Experience in "Prompt Engineering" or integrating AI/ML tools (like OpenAI API) into production workflows to handle unstructured data.

Preferred Skills :

- Background in the Travel or Hospitality technology sector, with specific knowledge of booking engines and global distribution systems (GDS).

- Familiarity with Agile/Scrum methodologies and the ability to manage automation backlogs using tools like JIRA or Linear.

- Advanced knowledge of database structures (SQL/NoSQL) to better understand how automation logic interacts with back-end storage.

- Experience in implementing "Human-in-the-loop" (HITL) workflows where AI assists but humans validate critical travel decisions.

- Knowledge of serverless architecture or basic cloud computing concepts (AWS Lambda, Google Cloud Functions) for extending automation capabilities.

- Strong analytical skills with the ability to perform ROI analysis on automation projects to justify technical resource allocation.

- Excellent stakeholder management skills to navigate cross-functional requirements between Tech, Supply, and Customer Experience teams.