๐ช๐ต๐ฎ๐ ๐ฌ๐ผ๐โ๐น๐น ๐๐ผ
๐๐ฑ๐๐ฎ๐ป๐ฐ๐ฒ๐ฑ ๐ง๐ฒ๐ฐ๐ต๐ป๐ถ๐ฐ๐ฎ๐น ๐ฆ๐๐ฝ๐ฝ๐ผ๐ฟ๐
โข Own escalated cases end-to-end: root cause, resolution, and customer confirmation
โข Investigate issues across conversational AI flows, voice integrations, REST APIs,
webhooks, and core banking connectors
โข Identify and categorize AI behavior gaps across hallucination, intent misclassification,
knowledge coverage, flow misconfiguration, and integration issues
โข Debug using logs, call recordings, digital transcripts, API traces, and observability tooling
AI Agent Quality & Improvement
โข Analyze escalated AI conversations, categorize root causes with enough specificity for
ML/Product to act on, and close the feedback loop
โข Write, refine, and retire knowledge base articles to continuously raise AI resolution rates
Incident & Customer Management
โข Engage directly with customer technical and operational stakeholders via email and calls
โข Ensure timely acknowledgment, prioritization, and resolution of escalated tickets in
โข Lead P1/P2 incident response: war room coordination, timestamped updates, parallel
stakeholder management across Engineering and customer teams
โข Write post-mortems suitable for customer leadership and compliance review: timeline,
root cause, impact, resolution, preventive actions
โข Maintain audit-ready case documentation in Salesforce Service Cloud throughout
Feedback & Process Improvement
โข File actionable bug reports Engineering can act on without follow-up
โข Surface recurring patterns as structured insights to Product and ML teams
โข Flag compliance-adjacent issues immediately: call recording, disclosure language,