AI Operations Specialist – Customer Support

🔥 12 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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Sinch

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 $48.8M Post-IPO Debt - Sinch on 2024-09

Consulting • Logistics • Marketing

Sinch is a global communications platform (CPaaS) that provides APIs and applications for messaging, voice, email, verification, and conversational AI, along with network connectivity and telco services. It enables businesses to run marketing campaigns, send notifications and alerts, verify identities, and support customers across SMS, RCS, WhatsApp, email, and voice channels, backed by large-scale operator connections and infrastructure. Sinch serves enterprises and communication providers with scalable, secure messaging and voice infrastructure and developer-focused APIs and tools.

📋 Description

• Map intuitive self-service conversation paths and resolution flows across messaging channels and web support • Define and maintain agent personas, tone of voice, empathy guidelines, and brand-aligned dialogue • Architect conversational logic for ambiguous intents, edge cases, and graceful failure handling • Formulate, refine, and maintain system prompts, few-shot examples, and dynamic context parameters • Work with knowledge bases and RAG frameworks to ground AI answers in verified documentation • Implement boundary rules, safety filters, and anti-hallucination guardrails • Build and run synthetic test suites, benchmark datasets, and regression checks • Review conversation logs, agent handoffs, and customer drop-offs to identify failure patterns • Drive A/B testing on prompt variants, conversational hooks, and journey branches using CSAT, FCR, and containment metrics • Collaborate with Support Engineering and IT to integrate conversational AI agents with ticketing platforms, CRM systems, and internal APIs • Partner with support managers and product teams to translate product updates and user pain points into automated workflows

🎯 Requirements

• Demonstrable experience structuring multi-turn dialogue trees, conversational UI flows, and tailored bot personas in an enterprise or SaaS setting • Strong command of prompt engineering techniques, LLM behavior, context windows, and strategies to minimize hallucination while maximizing resolution accuracy • Proven track record of using empirical data, conversation analytics, and structured evaluation rubrics to continuously benchmark and iterate on AI performance • Deep understanding of support operational metrics (CSAT, deflection/containment rates, Average Handle Time, escalation quality) • Hands-on experience with conversational AI platforms (e.g., Sinch Chatlayer, Google Dialogflow, Cognigy) or modern generative AI agent builders • Familiarity with customer service ticketing systems (Zendesk, Jira Service Desk) and knowledge base management • Basic understanding of APIs, webhooks, and JSON data structures • Experience working in CPaaS, telecommunications, cloud software, or high-volume customer service operations • Hands-on experience evaluating RAG architectures and embedding-based search retrieval systems • Basic scripting skills (Python, JavaScript) for generating synthetic evaluation datasets or testing API endpoints

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