Job Description & How to Apply Below
The primary focus of this role will be to combine Artificial Intelligence, Robotic Process Automation
(RPA), ticketing automation, and AI voice technology to automate Level 1 help desk functions and other repetitive business processes. The ideal candidate will have hands-on experience building AI-powered workflows, integrating systems through APIs, automating support tickets, developing conversational or voice AI agents, and creating reliable escalation processes when human assistance is required. This is a hands-on implementation role for someone who can convert business requirements into working automation solutions.
Key Responsibilities
AI-Powered Help Desk Automation
● Design and implement an intelligent help desk and ticket automation system.
● Automatically receive, categorize, prioritize, and route incoming support requests.
● Use AI to understand the user's issue and determine the appropriate response or action.
● Automate common Level 1 support requests and repetitive help desk activities.
● Create automatic responses for common support questions.
● Integrate AI with internal knowledge bases and support documentation.
● Automatically create, update, assign, and close tickets where appropriate.
● Develop escalation rules for issues requiring Level 2 support or human intervention.
● Ensure complete ticket history and documentation are maintained.
AI Voice Agent Development
● Design and configure an AI-powered voice agent for Level 1 help desk support.
● Enable the voice agent to answer incoming calls and interact naturally with users.
● Configure the voice agent to understand common technical and support questions.
● Provide automated responses and troubleshooting guidance for approved Level 1 issues.
● Create support tickets automatically based on voice conversations.
● Capture caller information, issue details, and conversation summaries.
● Integrate the AI voice agent with ticketing, CRM, communication, and internal systems.
● Configure intelligent call routing and escalation.
● Transfer complex, sensitive, or unresolved issues to human support staff.
● Ensure the human support representative receives the conversation summary and relevant
information during escalation.
Robotic Process Automation
● Identify repetitive manual processes that can be automated.
● Design and implement RPA workflows to reduce manual work.
● Combine RPA with AI to automate decision-based workflows.
● Automate data entry, document processing, system updates, notifications, and task creation.
● Integrate automation across multiple applications and platforms.
● Monitor automated processes and resolve exceptions or failures.
● Continuously improve workflows based on performance and user feedback.
AI Agent & Workflow Development
● Develop AI agents capable of completing defined business and support tasks.
● Design prompts, workflows, decision logic, and guardrails.
● Integrate Large Language Models with business applications.
● Build knowledge-base-driven AI solutions.
● Implement Retrieval-Augmented Generation where appropriate.
● Configure AI systems to provide accurate responses based on approved company information.
● Test and monitor AI outputs to reduce incorrect or unsupported responses.
● Create appropriate confidence thresholds and escalation rules.
System Integration
The specialist will be responsible for integrating AI and automation solutions with systems such as:
● Help desk and ticketing platforms
● CRM systems
● Microsoft 365
● Email systems
● Internal databases
● Cloud storage
● Document management systems
● VoIP and telephone systems
● Accounting and business applications
●…
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