AI & Automation Engineer

AI & Automation Engineer – Manchester / Hybrid Working

This is an ideal opportunity for an ambitious individual to apply and grow their AI career within a large-scale global environment. Our client is known for the continuous professional development opportunities they offer, and this is an exciting new role within their IT Customer Services Team to drive automation in Service Delivery.

Ideally they are looking for an individual with experience in virtual agent technology who has the ability to look to automation of processes end to end. You will affect future processes and efficiencies by analysing, implementing, and optimising automation, chat bot, Artificial Intelligence (AI) and other modern solutions.

Some of your responsibilities and tasks would include (but are not limited to):

• Process mapping workflows to enhance the core ITSM process of Incident, Problem, Change Management, and Request Fulfilment
• Identifying opportunities for new AI technologies and working with the AI/ML department on creating new or improving existing virtual agents, predictive analytics, and machine learning within the ITSM ecosystem
• Supporting ITSM workflow improvements through the proposal and development of new AI agents to streamline processes and improve service delivery
• Collaborating with cross-functional teams to design, develop, and deploy AI agents that enhance operational efficiency and user experience
• Testing, evaluating, configuring, and maintaining automation and other integrations to assigned systems to ensure the accuracy of responses upheld

Please note that they are looking to someone with solid AI experience, balanced with some automation. The AI expertise is key here.

Key skills and experience required:

• Experience with Virtual agent technology and creating complex prompts
• Experience working with wider AI/ML professionals on new AI Agent/RPA development
• Ideally you may have experience working with AI in ServiceNow, talkdesk or Genesys, or other Service management platforms
• Experience documenting processes and technical requirements
• A certification in ITIL, AI technologies, or related fields

Apply now for immediate consideration!