Business AI Platform Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the main technical liaison for client-related issues across deployed Business AI Cloud environments and Business AI Suite agents.

• Diagnose, troubleshoot, and resolve configuration, integration, and user-access challenges within the platform’s data, knowledge, model, and agentic layers.

• Oversee the health and performance of AI agents in production, evaluating answer quality, latency, API integration effectiveness, and error rates.

• Support the routine configuration of agent workflows, knowledge bases, dashboards, and reports.

• Elevate complex defects to senior delivery engineers or Uniphore support while keeping clients updated with clear and regular communications.

• Document recurring issues, create knowledge-base articles, and contribute to runbooks and the continuous enhancement of support processes.

⛳️ Requirements

• 0–5 years of experience in IT support, SaaS platform administration, or technical customer service.

• Recent graduates should possess relevant cloud, data, or AI certifications (such as AWS, Azure, Google Cloud, Genesys, or NICE) or demonstrate hands-on experience with AI projects.

• Familiarity with REST APIs, webhooks, and web technologies is required.

• Ability to read logs for issue tracing is essential.

• Basic knowledge of LLM-based applications, including prompts, knowledge retrieval, and AI agents.

• Experience with chatbots or contact-center tools is advantageous.

• Understanding of contact-centre or CRM systems like Genesys, NICE, Five9, Salesforce, or ServiceNow is a plus.

• Strong problem-solving abilities and a customer-centric communication style.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work hours and the option for remote work.

• Comprehensive health and wellness benefits.

• Collaborative and innovative work environment.