Service Desk Engineer- AI First

Job Description

Responsibilities

• Own and resolve customer tickets across our CCaaS platform, Voice AI Hub, and ServiceNow integrations, meeting SLA and quality targets
• Investigate issues using AI-assisted tooling: query logs, IVR traces, and Voice AI interaction records through our CLI and other AI-based analysis tools
• Critically evaluate AI-generated triage output, confirm it against raw evidence (logs, traces, configs) before acting, and flag incorrect analyses
• Debug Voice AI agent behavior: review conversation transcripts, identify prompt/intent/flow issues, and reproduce failures
• Write automation (Python, Bash) to extend investigation workflows, enrich tickets, or eliminate repetitive steps
• Escalate to L3 with complete, evidence-backed handoffs; partner with TAMs on enterprise accounts
• Learn the ServiceNow ecosystem (CSM/ITSM, OpenFrame, Agent Workspace) on the job; we will train you
  

Qualifications: Candidates should be B.tech/M.tech/MCA (CSE/IT or related technical field)

TechnicalRequirements

We care about what you can demonstrably do, not how long you’ve done it.

Must have

• Strong troubleshooting instinct: you form hypotheses, gather evidence, and isolate root causes methodically
• Real fluency with AI tools in technical work, not casual chatbot use. You know how to prompt effectively, iterate, and (critically) recognize when AI output is wrong or incomplete
• Comfort in a terminal: navigating a CLI, reading and filtering logs (grep/jq/regex-level skills), working with JSON and APIs
• Scripting ability in Python or Bash, enough to automate a repetitive investigation step
• Customer empathy and composure under pressure
• Strong communication skills in spoken and written English: you will join live troubleshooting calls with customers and turn an internal investigation into a crisp customer update or RCA

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