Hybrid AI-Driven Helpdesk Operations Specialist

Hammerjack Pty Ltd

Muntinlupa

Hybrid

PHP 700,000 - 1,000,000

Full time

3 days ago

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Job summary

Hammerjack Pty Ltd in the Philippines seeks a specialist to enhance backoffice customer experience using generative AI, prompt engineering, agentic AI and RAG, in a hybrid work setup with collaboration across tech teams to optimize support workflows and improve query resolution for internal clients.

The role emphasizes designing prompts, configuring AI workflows, and grounding responses to up-to-date policies.

Qualifications

2-4 years in technology roles with direct work on generative AI and RAG implementations.
Experience designing AI-assisted workflows for backoffice operations including ticket handling and automated guidance.
Proficient in prompt design, AI model usage, and orchestration of AI systems.
Ability to collaborate with onsite and remote stakeholders in a hybrid work model.

Responsibilities

Apply AI techniques to analyze helpdesk interactions and identify patterns for improvement.
Design prompt structures and templates for consistent AI-generated responses.
Configure AI workflows coordinating multiple agents to handle complex scenarios.
Implement RAG solutions grounding responses to current policies and data sources.
Monitor AI performance and provide data-driven insights to refine models and processes in support workflows.
Collaborate with process owners to translate pain points into AI-enabled solutions.