AI-Enabled Call Center Pro with Human Oversight

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

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.