AI-Powered Support Operations Architect

Sinch; Taguig; Hybrid; PHP 900.000 - 1.300.000; Vollzeit

Zusammenfassung

Sinch in Manila region is seeking an AI Operations Specialist focused on Customer Support. You will map intuitive self-service paths, define agent personas, and architect conversation logic across messaging channels.

Collaborate with Support Engineering and Product to automate workflows and ground AI answers in Sinch documentation. You will refine prompts, run A/B tests, and monitor CSAT, FCR, and containment metrics to improve customer outcomes.

Qualifikationen

• Ability to design multi-turn dialogue trees for enterprise/SaaS
• Strong prompt engineering and context management
• Experience using data to benchmark AI performance
• Understanding of support metrics (CSAT, deflection, AHT)

Aufgaben

• Map self-service conversation paths across channels from first touch to resolution.
• Define agent personas, tone, and empathy guidelines for different tiers.
• Architect conversational logic for ambiguous intents and edge cases.
• Develop prompts, few-shot examples, and dynamic context rules.
• Integrate AI agents with Zendesk and CRM systems.
• Collaborate with product and support teams to automate workflows.
• Review logs and optimize prompts based on CSAT and FCR data.

Kenntnisse

Dialog flows

Prompt engineering

LLM behavior

CSAT metrics

Conversation analytics

Tools

Zendesk

Jira Service Desk

Sinch Chatlayer

Dialogflow

Cognigy

Jobbeschreibung

Sinch in Manila region is seeking an AI Operations Specialist focused on Customer Support. You will map intuitive self-service paths, define agent personas, and architect conversation logic across messaging channels.

Collaborate with Support Engineering and Product to automate workflows and ground AI answers in Sinch documentation. You will refine prompts, run A/B tests, and monitor CSAT, FCR, and containment metrics to improve customer outcomes.