Agentic AI Engineer (ITSM & Enterprise Automation) New Pune

Convera; Pune District; Vor Ort; INR 1.500.000 - 2.400.000; Vollzeit

Benefits dieser Stelle

Annual bonus

Career growth opportunities

Flexible work arrangements

Zusammenfassung

Convera is seeking an AI Ops Engineer to lead AI-driven IT operations and automation in a modern enterprise setup. The role focuses on agentic AI workflows, prompt engineering, and seamless integrations with Microsoft 365, Nexthink, and ITSM tools.

You will design, build, and operate AI agents, workflows, and apps to reduce tickets and improve end-user experience. The ideal candidate has 3+ years in AI engineering or AI Ops, with strong knowledge of ITSM processes, REST/SOAP APIs, and enterprise

Qualifikationen

• Experience designing AI-driven IT operations and automation workflows.
• Hands-on knowledge of AI assisted ITSM automation and enterprise platforms.
• Prompt engineering and chatbot orchestration for employee self-service.

Aufgaben

• Serve as AI Ops / IT Automation Engineer responsible for AI driven IT operations and automation.
• Experience with Prompt Engineering, including designing, testing, and optimizing prompts for AI agents and workflow execution.
• Hands-on experience with Conversational AI, chatbot orchestration, and AI-driven employee self-service solutions.
• Experience building Knowledge Ingestion Pipelines for structured and unstructured enterprise data sources.
• Experience integrating Microsoft 365 services using Microsoft Graph API.
• Strong understanding of OAuth 2.0, API authentication, authorization flows, and enterprise identity integrations.
• Experience designing Event-Driven Integrations using webhooks, triggers, and asynchronous workflow patterns.
• Experience troubleshooting API integrations, authentication failures, and automation workflow issues.
• Lead technical investigation and architecture for agentic AI use cases that improve efficiencies and end user experience.
• Build, configure, and maintain AI Agents for IT incidents, service requests, and employee self-service.
• Design, build, and operate Agentic Workflows including branching logic, retries/timeouts, approvals, and human-in-the-loop handoffs.
• Develop and manage Agentic Apps and execution flows for repeatable ITSM and infrastructure automations.
• Configure and operationalize AI Functions (classification, enrichment, summarization, extraction) with validation controls and safe writeback patterns.
• Implement and maintain integrations using MCP, APIs, webhooks, and event-driven Triggers to connect ITSM, identity, endpoint, and collaboration systems.
• Build and curate Knowledge sources used by agents; ensure freshness, relevance, and governance of content.
• Monitor and improve operational performance using dashboards, agent interaction traces, workflow execution logs, and run analytics.
• Provide technical leadership on implementing automation, education, and self-serve tooling for incident and service request reduction.
• Partner with information security teams to ensure least privilege access, secret management, auditability, and compliance for AI-initiated actions.

Kenntnisse

AI Ops

IT Automation

Prompt Engineering

Conversational AI

Knowledge Ingestion

Microsoft Graph API

OAuth 2.0

Event-Driven Integrations

REST/SOAP APIs

Agentic AI Studio

AI Functions

Security & Governance

Tools

Nexthink

ServiceNow

Microsoft 365

Okta

Jobbeschreibung

Agentic AI Engineer (ITSM & Enterprise Automation)

Pune

Agentic AI Engineer (ITSM & Enterprise Automation)

Minimum Qualifications:

Looking to build andoperate next generationAI drivenIT operations in a modern enterprise environment? Join us as AI Ops / IT Automation Engineer and help transform IT service delivery through agentic AI, workflow orchestration, and intelligent automation.

Motivated by our values: Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid.

We are modernizing IT operations to deliver reliable , scalable, andemployeecentricIT service experience. This role will help design, build, and run agentic AI workflows that improveselfserviceadoption, reduce ticket volumes, and shortentimetoresolutionwhilemaintainingstrong governance, auditability, and security.

This pivotal role requires expert understanding andhands-onknowledge of AIassisted ITSM automation, workflow orchestration, integrations, and enterprise platforms (Microsoft 365,Nexthink,Okta,endpoint management, and ITSM tooling), with working experience across an agentic AI ITSM studio (Agents, Workflows, Apps, AI Functions, Integrations, Knowledge, Triggers, Models, dashboards, and human collaboration).

Responsibilities:

• Serve as an AI Ops / IT Automation Engineer responsible for AI driven IT operations and automation
• Experience with Prompt Engineering , including designing, testing, and optimizing prompts for AI agents and workflow execution.
• Hands-on experience with Conversational AI , chatbot orchestration, and AI-driven employee self-service solutions.
• Experience building Knowledge Ingestion Pipelines for structured and unstructured enterprise data sources including KB articles, PDFs, logs, and documents.
• Experience integrating Microsoft 365 services using Microsoft Graph API .
• Strong understanding of OAuth 2.0, API authentication, authorization flows, and enterprise identity integrations .
• Experience designing Event-Driven Integrations using webhooks, triggers, and asynchronous workflow patterns .
• Experience troubleshooting API integrations, authentication failures, and automation workflow issues .
• Lead technical investigation and architecture for agentic AI use cases that improve efficiencies and end user experience
• Build, configure, and maintain AI Agents for IT incidents, service requests, and employee self-service
• Design, build, and operate Agentic Workflows including branching logic, retries/timeouts, approvals, and humanintheloop handoffs
• Develop and manage Agentic Apps and execution flows for repeatable ITSM and infrastructure automations
• Configure and operationalize AI Functions (classification, enrichment, summarization, extraction) with validation controls and safe writeback patterns
• Implement and maintain integrations using MCP, APIs, webhooks, and eventdriven Triggers to connect ITSM, identity, endpoint, and collaboration systems
• Build and curate Knowledge sources used by agents; ensure freshness, relevance, and governance of content
• Monitor and improve operational performance using dashboards, agent interaction traces, workflow execution logs , and run analytics
• Provide technical leadership on implementing automation, education, and self-serve tooling for incident and service request reduction
• Partner with information security teams to ensure leastprivilege access, secret management (API keys), auditability, and compliance for AIinitiated actions
• Serve as a technical expert for automation platforms, ITSM tooling, and escalatio n
• 3+ years of experience as AI engineer or AI Ops Engineer.
• Strong understanding of IT service management processes (Incident, Request, Change, SLAs)
• Hands ‑ on working knowledge of an agentic AI studio , including Agents, Agentic Workflows, Agentic Apps, AI Functions, Integrations (MCP/APIs), Triggers, Agent Interactions, and model/settings administration
• Deep experience in integrating enterprise tools such as Nexthink, Zoom Contact Center (ZCC) , IAM platforms (Okta, SailPoint), ServiceNow, and similar ITSM, identity, and observability tools
• Strong understanding of REST /SOAP APIs, JSON, authentication , and error integration (retries, timeouts, idempotency)
• Strong oral and written communications with excellent teamwork and interpersonal skills to deliver support and enablement
• Collaborative working style to be able to partner with technology and business stakeholders across the organization and influence technology decisions
• A strong track record of executing in a dynamic and fast ‑ paced environment

Preferred Qualifications:

• Hands ‑ on experience working on Rezolve.ai, ServiceNow Agentic AI, Moveworks , Aisera , Kore.ai , or similar agentic AI / intelligent ITSM platforms
• Hands ‑ on experience working on Power Platform, Copilot, Power Apps, Dataverse, Power BI
• Experience implementing Retrieval-Augmented Generation (RAG) architecture and Vector Databases for enterprise knowledge retrieval.

AboutConvera

• Converais the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, weleveragedecades of industryexpertiseand technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction.
• Converaserves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.
• Our teams care deeply about the value we bring to ourcustomerswhich makesConveraa rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.
• As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people fromdifferent backgrounds, lifestyles, and unique points of view.We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitiveperksand benefits including:

• Opportunity to earn an annual bonus
• Great career growth and development opportunities in a global organization
• A flexible approach to work.

Are you legally able to work within the country where this role resides? * Select...

Have you worked for Convera for any period of time on or after March 1, 2022? * Select...

If hired for this position, will you now or in the future require sponsorship for employment visa status? * Select...

"Yes" applies only if you will need the company to sponsor an immigration work visa or permit, either now or at some point in the future. Otherwise, if you already have a work visa or permit valid in the country or are otherwise are legally eligible to work in the country, please select "No".

Convera requires background checks of all new employees at the appropriate stage of the application procedure, including, in certain countries, the investigation of criminal convictions, in accordance with applicable federal, state and local law. Disclosure of a criminal record will not necessarily disqualify you for employment. Any conviction or guilty plea will be evaluated on its own merit with respect to time, nature, circumstances and seriousness, as well as any other factors required pursuant to applicable federal, state and local law, in relation to the job for which you are indicating interest. However, failure to disclose this information when requested, in accordance with applicable federal, state and local law, will generally result in a disqualification of your application or termination of employment. * Select...

I have read and understand the Convera Privacy Notice * Select...

Are you comfortable working in night shifts? * Select...