- Santriya Technologies is seeking an AI-Enabled Call Center Agent to handle inbound/outbound contact-center interactions with real-time AI agent assist for knowledge, summarization and workflow prompts, while the human agent owns the conversation and outcome.

- Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.

- The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.

- Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.

- Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.

- Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities:

- Authenticate customers and understand contact reason using approved scripts and controls.

- Use AI agent assist to surface relevant documentation and next steps; confirm accuracy before acting.

- Communicate clearly and empathetically rather than reading AI text mechanically.

- Complete supported transactions and route restricted or specialist actions appropriately.

- Correct call summaries, dispositions and case notes before final save.





- Recognize fraud/scam, complaint, vulnerability, safety or regulatory triggers.

- Follow recording, consent, payment and privacy requirements.

- Use QA feedback and call analytics to improve performance.

- AI-enabled ways of working:

- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.

- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.

- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.

- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

- Human accountability: AI is a copilot, not the accountable decision-maker.

- The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.

- Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

- Success Measures:
- Customer resolution and quality scores improve

- Handling effort reduces with accuracy maintained

- Escalations and authentication remain compliant

- AI-generated notes are corrected and reliable

📌 AI-Enabled Call Center Agent (Chennai)
🏢 Santriya Technologies
📍 Chennai