Job Purpose
This role supports the design, structuring, and execution of domain logic and orchestration frameworks for agentic AI use cases across Operations, Customer Service, and IT workflows. Working under the Lead Agentic AI Domain, the role converts operational processes, servicing journeys, backend system interactions, SOPs, IT process flows, and support routines into machine-interpretable domain structures for autonomous agents. The role also plays a key part in cross-team coordination, ensuring accuracy and smooth delivery of use cases in collaboration with Ops, Service, and IT stakeholders
Duties and Responsibilities
Support the creation of domain reasoning logic, rule sets, state machines, and decision trees relevant to Ops, Service, and IT scenarios. Map and structure end-to-end process flows such as customer request management, service fulfilment, ticket lifecycle, exception handling, and operational validations. Help define orchestration flows, stepwise operational routines, and escalation paths for agent behavior.



Work with IT and engineering teams to understand backend systems and translate them into API-level domain rules, tool-use guidelines, and interaction logic for agents. Assist in designing logging schemas, reasoning traces, and interpretability checkpoints to ensure observability and auditability. Conduct reasoning audits, test runs, scenario walkthroughs, and multi-layer evaluation cycles to validate domain correctness. Collaborate with Ops and Service teams to continuously refine business rules, SOP changes, exception patterns, and process variations. Document process maps, domain rule books, interaction guidelines, and agent behavior specifications. Identify areas where agentic AI can enhance operational efficiency, turnaround time, accuracy, and service quality. Provide execution-level support to the Lead Agentic AI Domain on coordinating and delivering Ops/Service/IT use cases
Key Decisions / Dimensions
Suggestions for refining domain mod

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