AI Operations SME/Agent Specialist

A7 Recruitment Company; Quezon City; Presencial; PHP 1.800.000 - 2.600.000; Jornada completa

Descripción de la vacante

A7 Recruitment Company is seeking an experienced AI Operations SME / Agent Specialist to act as a senior escalation point for complex AI and agent-related operational issues in our Quezon City offices. You will diagnose failures across prompts, context, workflows, tools, and policies, translating recurring issues into actionable improvements for Operations, Product and Engineering teams.

The ideal candidate blends hands-on Generative AI expertise with structured troubleshooting and strong

Formación

• 5 to 8 years of experience in AI operations, automation, product operations, QA/testing, or technical support.
• Strong hands-on experience using Generative AI and AI-enabled workflows.
• Experience troubleshooting complex AI or automated workflows and performing structured root-cause analysis.
• Understanding of AI agent behavior, including agent actions, tools, guardrails, retries, workflows, and escalation logic.
• Experience creating troubleshooting documentation, knowledge articles, or operational playbooks.
• Strong technical communication skills with the ability to work across Operations, Product, and Engineering teams.
• AI testing experience is preferred and may become larger part of the role as the program matures.

Responsabilidades

• Serve as the escalation point for complex AI-related issues that cannot be resolved through standard operational playbooks.
• Diagnose failures involving prompts, context, workflows, tools, policies, and repeated agent behavior.
• Perform structured root-cause analysis of recurring AI workflow issues using available logs, context, and supporting information.
• Differentiate AI/model-related failures from data gaps, policy gaps, workflow issues, and tool failures.
• Reproduce issues and document findings clearly to support Product and Engineering investigation.
• Develop and maintain advanced troubleshooting guides, knowledge articles, and operational playbooks.
• Coach Operations teams on complex troubleshooting scenarios and appropriate escalation paths.
• Identify recurring failure patterns and translate them into actionable feedback for Product, Engineering, and Operations.
• Support prompt testing, regression testing, edge-case validation, AI evaluation, and defect reproduction as needed.

Conocimientos

AI operations

Automation

Product operations

QA/testing

Technical support

Prompt engineering

Context engineering

Root-cause analysis

Technical communication

AI evaluation

Escalation management

Troubleshooting documentation

Descripción del empleo

Role Overview

We are looking for an experienced AI Operations SME / Agent Specialist to serve as a senior escalation point for complex AI and agent-related operational issues. The role will focus on diagnosing failures across prompts, context, workflows, tools, policies and agent behavior, and translating recurring issues into actionable improvements for Operations, Product and Engineering teams.

The ideal candidate combines strong hands-on experience with generative AI and AI-enabled workflows with structured troubleshooting, root-cause analysis and technical communication skills.

Responsibilities

1. Serve as the escalation point for complex AI-related issues that cannot be resolved through standard operational playbooks.
2. Diagnose failures involving prompts, context, workflows, tools, policies, and repeated agent behavior.
3. Perform structured root-cause analysis of recurring AI workflow issues using available logs, context, and supporting information.
4. Differentiate AI/model-related failures from data gaps, policy gaps, workflow issues, and tool failures.
5. Reproduce issues and document findings clearly to support Product and Engineering investigation.
6. Develop and maintain advanced troubleshooting guides, knowledge articles, and operational playbooks.
7. Coach Operations teams on complex troubleshooting scenarios and appropriate escalation paths.
8. Identify recurring failure patterns and translate them into actionable feedback for Product, Engineering, and Operations.
9. Support prompt testing, regression testing, edge-case validation, AI evaluation, and defect reproduction as needed.

Required Skills and Experience

1. 5 to 8 years of experience in areas such as AI operations, automation, product operations, QA/testing, or technical support.
2. Strong hands-on experience using Generative AI, including prompt and context engineering.
3. Experience troubleshooting complex AI or automated workflows and performing structured root-cause analysis.
4. Understanding of AI agent behavior, including agent actions, tools, guardrails, retries, workflows, and escalation logic.
5. Demonstrated experience resolving complex workflow or system failures.
6. Experience creating troubleshooting documentation, knowledge articles, or operational playbooks.
7. Strong technical communication skills with the ability to work effectively across Operations, Product, and Engineering teams.
8. AI testing experience is preferred and may become a larger part of the role as the program maturing.