AI-Enabled Call Center Agent

Santriya Technologies; United States; Remote; USD 32,000 - 42,000; Full time

Job summary

Santriya Technologies Ltd is seeking an AI-enabled Call Center Agent to handle inbound and outbound interactions with real-time AI agent assist for knowledge, summarization and workflow prompts, while the human agent owns the conversation and outcome.

You will use approved product documentation and SOPs as the source of truth, employ enterprise AI tools to retrieve and summarize, and ensure accuracy and privacy.

Responsibilities

• Authenticate customers and understand contact reason using approved scripts and controls.
• Use AI agent assist to surface relevant documentation and next steps; confirm accuracy before acting.
• Communicate clearly and empathetically rather than reading AI text mechanically.
• Complete supported transactions and route restricted or specialist actions appropriately.
• Correct call summaries, dispositions and case notes before final save.
• Recognize fraud/scam, complaint, vulnerability, safety or regulatory triggers.
• Follow recording, consent, payment and privacy requirements.
• Use QA feedback and call analytics to improve performance.

Job description

Job Summary

Santriya Technologies is seeking an AI-Enabled Call Center Agent to handle inbound/outbound contact-center interactions with real-time AI agent assist for knowledge, summarization and workflow prompts, while the human agent owns the conversation and outcome.

Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services. The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth. Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work. Validate material AI outputs against current documentation and authoritative system data, record exceptions, and elevate conflicts or missing guidance. Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities

• Authenticate customers and understand contact reason using approved scripts and controls.
• Use AI agent assist to surface relevant documentation and next steps; confirm accuracy before acting.
• Communicate clearly and empathetically rather than reading AI text mechanically.
• Complete supported transactions and route restricted or specialist actions appropriately.
• Correct call summaries, dispositions and case notes before final save.
• Recognize fraud/scam, complaint, vulnerability, safety or regulatory triggers.
• Follow recording, consent, payment and privacy requirements.
• Use QA feedback and call analytics to improve performance.

AI-enabled ways of working

• Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
• Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
• Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
• Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

Human accountability

AI is a copilot, not the accountable decision-maker. The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation. Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

Success Measures

• Customer resolution and quality scores improve
• Handling effort reduces with accuracy maintained
• Escalations and authentication remain compliant
• AI-generated notes are corrected and reliable