CPA-DMV.com is seeking an experienced AI & Automation Specialist to design, develop, and implement intelligent automation solutions for business and IT support operations.

The primary focus of this role will be to combine Artificial Intelligence, Robotic Process Automation

(RPA), ticketing automation, and AI voice technology to automate Level 1 help desk functions and other repetitive business processes. The ideal candidate will have hands-on experience building AI-powered workflows, integrating systems through APIs, automating support tickets, developing conversational or voice AI agents, and creating reliable escalation processes when human assistance is required. This is a hands-on implementation role for someone who can convert business requirements into working automation solutions.

Key Responsibilities

AI-Powered Help Desk Automation

● Design and implement an intelligent help desk and ticket automation system.

● Automatically receive, categorize, prioritize, and route incoming support requests.

● Use AI to understand the user's issue and determine the appropriate response or action.

● Automate common Level 1 support requests and repetitive help desk activities.

● Create automatic responses for common support questions.

● Integrate AI with internal knowledge bases and support documentation.

● Automatically create, update, assign, and close tickets where appropriate.

● Develop escalation rules for issues requiring Level 2 support or human intervention.

● Ensure complete ticket history and documentation are maintained.

AI Voice Agent Development

● Design and configure an AI-powered voice agent for Level 1 help desk support.

● Enable the voice agent to answer incoming calls and interact naturally with users.

● Configure the voice agent to understand common technical and support questions.

● Provide automated responses and troubleshooting guidance for approved Level 1 issues.

● Create support tickets automatically based on voice conversations.

● Capture caller information, issue details, and conversation summaries.

● Integrate the AI voice agent with ticketing, CRM, communication, and internal systems.

● Configure intelligent call routing and escalation.

● Transfer complex, sensitive, or unresolved issues to human support staff.

● Ensure the human support representative receives the conversation summary and relevant information during escalation.

Robotic Process Automation

● Identify repetitive manual processes that can be automated.

● Design and implement RPA workflows to reduce manual work.

● Combine RPA with AI to automate decision-based workflows.

● Automate data entry, document processing, system updates, notifications, and task creation.

● Integrate automation across multiple applications and platforms.

● Monitor automated processes and resolve exceptions or failures.

● Continuously improve workflows based on performance and user feedback.

AI Agent & Workflow Development

● Develop AI agents capable of completing defined business and support tasks.

● Design prompts, workflows, decision logic, and guardrails.





● Integrate Large Language Models with business applications.

● Build knowledge-base-driven AI solutions.

● Implement Retrieval-Augmented Generation where appropriate.

● Configure AI systems to provide accurate responses based on approved company information.

● Test and monitor AI outputs to reduce incorrect or unsupported responses.

● Create appropriate confidence thresholds and escalation rules.

System Integration The specialist will be responsible for integrating AI and automation solutions with systems such as:

● Help desk and ticketing platforms

● CRM systems

● Microsoft 365

● Email systems

● Internal databases

● Cloud storage

● Document management systems

● VoIP and telephone systems

● Accounting and business applications

● Internal knowledge bases The candidate should have strong experience working with APIs, webhooks, databases, and third party integrations. Human Escalation & Exception Handling A major requirement of this role is ensuring AI automation knows when human involvement is necessary.

Responsibilities include

● Define clear escalation rules.

● Identify issues that cannot be resolved automatically.

● Escalate complex requests to appropriate human staff.

● Ensure smooth transfer from AI to human support.

● Provide the human representative with a summary of the issue and previous interaction.

● Maintain the ability for employees to review and override automated decisions.

● Prevent AI from making decisions outside approved areas.

Security & Confidentiality

Because CPA-DMV.com handles confidential client and financial information, the candidate must:

● Follow strict information security and confidentiality standards.

● Protect customer and company data.

● Implement appropriate user permissions and role-based access.

● Secure APIs, system credentials, and integrations.

● Maintain audit logs for automated activities.

● Ensure sensitive information is only processed through approved systems.

● Follow company data retention and privacy requirements.

Documentation & Training

● Create documentation for all AI and automation systems.

● Document workflows, integrations, APIs, escalation processes, and configurations.

● Develop standard operating procedures.

● Prepare troubleshooting and support documentation.

● Train employees on newly implemented AI and automation solutions.

● Maintain an internal knowledge base for support processes.

Required Qualifications

● Bachelor's degree in Computer Science, Information Technology, Artificial Intelligence, Data Science,

Software Engineering, or related field, or equivalent practical experience.

● Hands-on experience with Artificial Intelligence and automation technologies.





● Experience implementing Robotic Process Automation.

● Experience working with Large Language Models and generative AI.

● Experience with AI agents or conversational AI solutions.

● Experience integrating applications using APIs and webhooks.

● Understanding of databases and system integrations.

● Strong troubleshooting and problem-solving skills.

● Ability to understand business processes and convert them into automated workflows.

● Solid written and verbal communication skills.

Preferred Technical Skills

Experience with one or more of the following is preferred:

● OpenAI API / Azure OpenAI

● Microsoft Azure AI

● Python

● JavaScript / TypeScript

● Microsoft Power Automate

● UiPath

● Automation Anywhere

● n8n

● Make

● Zapier

● Microsoft Power Platform

● Twilio

● Voice AI platforms

● Speech-to-Text technologies

● Text-to-Speech technologies

● REST APIs

● Webhooks

● SQL

● CRM integrations

● Help desk systems

● Vector databases

● RAG / Knowledge Base solutions

● Microsoft 365 integrations

● AWS / Azure / Google Cloud The candidate is not expected to have experience with every technology listed above. Initial Projects The selected candidate will initially focus on three major projects:

- AI Help Desk Ticket Automation

Create an AI-powered help desk solution that can:

● Receive support requests

● Understand user issues

● Categorize tickets

● Determine priority

● Provide automated Level 1 responses

● Assign tickets to the appropriate department

● Escalate unresolved issues

● Maintain ticket history and documentation

- AI Voice Agent for Level 1 Support

Develop a voice-based AI agent capable of:

● Answering incoming support calls

● Identifying the caller's issue

● Providing approved troubleshooting assistance

● Answering common questions

● Creating support tickets

● Summarizing conversations

● Escalating complex requests

● Transferring users to human support when necessary

- RPA + AI Business Process Automation

Identify repetitive internal processes and implement automation solutions combining RPA and AI to improve speed, accuracy, and operational efficiency.

Ideal Candidate The ideal candidate is a hands-on AI automation professional who can understand a business problem and independently design, build, integrate, test, and maintain a working solution.

We are particularly interested in candidates who have previously developed:

● AI help desk systems

● Ticket automation

● AI voice agents

● RPA workflows

● AI-powered business automation

● CRM or customer support integrations

● AI agents connected to company knowledge bases

What Success Looks Like

Success in this position will include:

● Reduced manual Level 1 help desk workload

● Faster response times

● Improved ticket routing and prioritization

● Successful automation of repetitive processes

● Reliable AI-to-human escalation

● Accurate call and ticket documentation

● Secure handling of confidential information

● Measurable improvements in operational efficience

📌 AI Automation Specialist (Delhi)
🏢 CPA-DMV
📍 Delhi