AI Operations Specialist (Customer Support)

Responsibilities

The AI Operations Specialist will design and optimize conversational AI bot journeys and personas to improve customer support automation. They will also manage prompt engineering, conduct performance testing, and collaborate with technical teams to integrate AI agents with core support platforms.

Requirements

Candidates must have demonstrable experience in structuring multi-turn dialogue trees and strong proficiency in prompt engineering and LLM behavior. A solid understanding of support operational metrics and technical familiarity with conversational AI platforms and API structures is required.

Skills

• Conversational AI
• Prompt Engineering
• LLM
• RAG
• Customer Support
• Workflow Design
• Data Analytics
• Zendesk
• API
• JSON
• Python
• JavaScript
• Chatlayer
• Dialogflow
• Cognigy
• Persona Design

About this role

AI Operations Specialist (Customer Support)

Location: Metro Manila, Philippines (Remote)

Department: Customer Operations / Operational Excellence

About Sinch

At Sinch, we are shaping how the world communicates. Our cloud communications
platform reaches billions of mobile phones worldwide through SMS, messaging apps
(WhatsApp, RCS, Messenger), voice, and email. We power meaningful customer
conversations for the world’s largest enterprises.

As part of our commitment to operational excellence and industry-leading
customer experience, we are transforming how we support our clients using
AI-driven automation, conversational intelligence, and scalable workflow design.

Key Focus Areas & Responsibilities

AI Bot Journeys & Persona Design

* Map out intuitive, self-service conversation paths and resolution flows
across messaging channels and web support, from first touch to resolution or
smooth escalation.

* Define and maintain consistent agent personas, tone of voice, empathy
guidelines, and brand-aligned dialogue tailored to various customer tiers and
technical complexity.

* Architect conversational logic for ambiguous user intents, edge cases, and
graceful failure handling.

AI Optimization & Prompt Engineering

* Formulate, refine, and maintain high-performing system prompts, few-shot
examples, and dynamic context parameters.

* Work closely with knowledge bases and Retrieval-Augmented Generation (RAG)
frameworks to ground AI answers in verified Sinch documentation.

* Implement robust boundary rules, safety filters, and anti-hallucination
guardrails to protect customer data and uphold brand integrity.

Continuous Testing, Evaluation & Iteration

* Build and run synthetic test suites, benchmark datasets, and regression
checks to assess response accuracy, tone consistency, and task completion
prior to production deployment.

* Continuously review real-world conversation logs, agent handoffs, and
customer drop-offs to pinpoint failure patterns and areas of friction.

* Drive ongoing A/B testing on prompt variants, conversational hooks, and
journey branches based on empirical CSAT, First Contact Resolution (FCR), and
containment metrics.

Tooling Integration & Cross-Functional Alignment

* Collaborate with Support Engineering and IT to link conversational AI agents
with core ticketing platforms (e.g., Zendesk), CRM systems, and internal
Sinch APIs.

* Partner directly with front-line support managers and product teams to
translate emerging product updates and user pain points into automated
workflows.

What We Are Looking For

Core Competencies (Must-Haves)

* 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).

Technical & Platform Experience

* 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 to understand
how conversational agents pass and receive data.

Mindset & Attributes

* You let user interaction transcripts and performance data guide your design
decisions.

* You stay ahead of rapid shifts in generative AI capabilities and are eager to
test new approaches.

* Comfortable translating technical AI concepts into clear business logic for
operational stakeholders.

Preferred Qualifications

* 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.

About Sinch

IT Services and IT Consulting · 1,001-5,000 employees · headquartered in Stockholm, Stockholm County