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AI & Automation Specialist

Hyderabad Full-time AI & Data Associate

Job Title: AI & Automation Specialist

Commitment: Full-Time

Seniority Level: Junior

Overview

The AI & Automation Specialist is a hands-on role responsible for deploying intelligent automation and AI-driven self-service solutions. The role focuses on designing, implementing, and maintaining AI tooling and workflow automation to improve operational efficiency, increase ticket deflection, and scale intelligent support capabilities across the organization.

Key Responsibilities

AI Tooling & Deflection

  • Monitor, maintain, and improve AI tooling.
  • Continuously train and tune AI models using a clean, well-governed knowledge base and KCS workflow to maximize effectiveness.
  • Drive initiatives to increase overall ticket deflection.

Workflow Automation

  • Identify and implement flow and workflow automation using company-owned tools.
  • Automate recurring administrative tasks for Support Agents and Managers.
  • Automate common support processes to significantly reduce agent time spent on manual activities.

Cross-Team Productization

  • Collaborate with other departments to ensure AI investments support broader business objectives.

Required Qualifications

  • 4 years of related experience with a Bachelor's degree.
  • Expertise in designing and deploying conversational AI or virtual agent technology.
  • Strong experience with workflow automation and integration platforms such as Zapier.
  • Experience with ticketing systems such as Zendesk and CRM platforms such as Salesforce.
  • Proficiency in SQL for querying, joining, and manipulating data.
  • Proficiency in Python or other relevant backend/scripting languages.
  • Complete knowledge and understanding of administering and configuring enterprise-level ticketing systems and CRM platforms.
  • Advanced API and web service knowledge.
  • Advanced scripting experience.
  • Experience with reporting tools such as ClicData or similar platforms.
  • Proficiency in using analytical and problem-solving techniques to identify and resolve diverse issues.
  • Strong organizational and communication skills.
  • Experience developing technical and process documentation.
  • Experience leading and managing projects of moderate scope or complexity.
  • Proficiency in English, both written and spoken.
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