The AI Senior Specialist is responsible for overseeing the training, validation, and continuous improvement of Agentic Capabilities—AI-powered agents designed to autonomously process a variety of ticket types within workflow management systems.

This role owns AI agent quality: ensuring reliable, high-quality outcomes; rapidly reviewing and resolving exception (“fallout”) tickets; applying corrections and re-ingesting updates; improving training data and fine-tuning artifacts; updating the agent knowledge base; and rerunning tickets to validate fixes—continuously strengthening agentic capabilities.

Key Responsibilities

Agentic Capability Management

Monitor the performance of Agentic Capabilities as they autonomously process various ticket types.
Ensure seamless integration of AI agents into current or existing workflows, optimizing for efficiency and accuracy.

Fallout Review & Correction

Review fallout tickets (cases where AI agents cannot resolve issues) within a workflow management tool.
Diagnose root causes, make necessary corrections,



and re-ingest updated information to the AI system.
Ensure all fallout tickets are actioned within a 48-hour window; unresolved tickets revert to the human-worked queue.

Training & Continuous Improvement

Analyze fallout patterns to identify knowledge gaps, process inefficiencies, or opportunities for AI improvement.
Develop and implement training protocols to enhance Agentic Capabilities, leveraging prompt engineering, model validation, and knowledge base updates.
Collaborate with cross-functional teams (product, engineering, support) to align AI behaviors with business needs and compliance requirements.

Knowledge Base & Documentation

Maintain and update the agent knowledge base, ensuring accurate, current, and comprehensive content for AI agents.
Document training methodologies, ticket resolutions, and process improvements for knowledge sharing and auditing.

Quality Assurance & Compliance

Validate AI performance through sys

📌 Senior Specialist (Bengaluru)
🏢 At&T
📍 Bengaluru