Job Description

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

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

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(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.

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Key Responsibilities

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AI-Powered Help Desk Automation

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- Design and implement an intelligent help desk and ticket automation system.
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- Automatically receive, categorize, prioritize, and route incoming support requests.
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- Use AI to understand the user's issue and determine the appropriate response or action.
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- Automate common Level 1 support requests and repetitive help desk activities.
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- Create automatic responses for common support questions.
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- Integrate AI with internal knowledge bases and support documentation.
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- Automatically create, update, assign, and close tickets where appropriate.
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- Develop escalation rules for issues requiring Level 2 support or human intervention.
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- Ensure complete ticket history and documentation are maintained.
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AI Voice Agent Development

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- Design and configure an AI-powered voice agent for Level 1 help desk support.
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- Enable the voice agent to answer incoming calls and interact naturally with users.
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- Configure the voice agent to understand common technical and support questions.
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- Provide automated responses and troubleshooting guidance for approved Level 1 issues.
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- Create support tickets automatically based on voice conversations.
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- Capture caller information, issue details, and conversation summaries.
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- Integrate the AI voice agent with ticketing, CRM, communication, and internal systems.
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- Configure intelligent call routing and escalation.
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- Transfer complex, sensitive, or unresolved issues to human support staff.
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- Ensure the human support representative receives the conversation summary and relevant
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information during escalation.

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Robotic Process Automation

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- Identify repetitive manual processes that can be automated.
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- Design and implement RPA workflows to reduce manual work.
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- Combine RPA with AI to automate decision-based workflows.
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- Automate data entry, document processing, system updates, notifications, and task creation.
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- Integrate automation across multiple applications and platforms.
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- Monitor automated processes and resolve exceptions or failures.
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- Continuously improve workflows based on performance and user feedback.
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AI Agent & Workflow Development

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- Develop AI agents capable of completing defined business and support tasks.
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- Design prompts, workflows, decision logic, and guardrails.
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- Integrate Large Language Models with business applications.
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- Build knowledge-base-driven AI solutions.
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- Implement Retrieval-Augmented Generation where appropriate.
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- Configure AI systems to provide accurate responses based on approved company information.
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- Test and monitor AI outputs to reduce incorrect or unsupported responses.
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- Create appropriate confidence thresholds and escalation rules.
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System Integration

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

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- Help desk and ticketing platforms
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- CRM systems
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- Microsoft 365
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- Email systems
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- Internal databases
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- Cloud storage
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- Document management systems
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- VoIP and telephone systems
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- Accounting and business applications
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- Internal knowledge bases
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The candidate should have strong experience working with APIs, webhooks, databases, and third party integrations. Human Escalation & Exception Handling

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A major requirement of this role is ensuring AI automation knows when human involvement is necessary.

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Responsibilities include:

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- Define clear escalation rules.
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- Identify issues that cannot be resolved automatically.
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- Escalate complex requests to appropriate human staff.
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- Ensure smooth transfer from AI to human support.
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- Provide the human representative with a summary of the issue and previous interaction.
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- Maintain the ability for employees to review and override automated decisions.
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- Prevent AI from making decisions outside approved areas.
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Security & Confidentiality

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

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- Follow strict information security and confidentiality standards.
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- Protect customer and company data.
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- Implement appropriate user permissions and role-based access.
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- Secure APIs, system credentials, and integrations.
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- Maintain audit logs for automated activities.
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- Ensure sensitive information is only processed through approved systems.
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- Follow company data retention and privacy requirements.
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Documentation & Training

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- Create documentation for all AI and automation systems.
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- Document workflows, integrations, APIs, escalation processes, and configurations.
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- Develop standard operating procedures.
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- Prepare troubleshooting and support documentation.
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- Train employees on newly implemented AI and automation solutions.
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- Maintain an internal knowledge base for support processes.
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Required Qualifications

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

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

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- Hands-on experience with Artificial Intelligence and automation technologies.
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- Experience implementing Robotic Process Automation.




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- Experience working with Large Language Models and generative AI.
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- Experience with AI agents or conversational AI solutions.
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- Experience integrating applications using APIs and webhooks.
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- Understanding of databases and system integrations.
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- Strong troubleshooting and problem-solving skills.
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- Ability to understand business processes and convert them into automated workflows.
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- Robust written and verbal communication skills.
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Preferred Technical Skills

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Experience with one or more of the following is preferred:

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- OpenAI API / Azure OpenAI
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- Microsoft Azure AI
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- Python
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- JavaScript / TypeScript
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- Microsoft Power Automate
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- UiPath
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- Automation Anywhere
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- n8n
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- Make
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- Zapier
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- Microsoft Power Platform
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- Twilio
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- Voice AI platforms
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- Speech-to-Text technologies
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- Text-to-Speech technologies
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- REST APIs
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- Webhooks
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- SQL
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- CRM integrations
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- Help desk systems
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- Vector databases
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- RAG / Knowledge Base solutions
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- Microsoft 365 integrations
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- AWS / Azure / Google Cloud
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The candidate is not expected to have experience with every technology listed above. Initial Projects

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The selected candidate will initially focus on three major projects:

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1. AI Help Desk Ticket Automation

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Create an AI-powered help desk solution that can:

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- Receive support requests
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- Understand user issues
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- Categorize tickets
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- Determine priority
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- Provide automated Level 1 responses
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- Assign tickets to the appropriate department
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- Escalate unresolved issues
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- Maintain ticket history and documentation
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2. AI Voice Agent for Level 1 Support

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Develop a voice-based AI agent capable of:

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- Answering incoming support calls
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- Identifying the caller's issue
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- Providing approved troubleshooting assistance
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- Answering common questions
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- Creating support tickets
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- Summarizing conversations
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- Escalating complex requests
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- Transferring users to human support when necessary
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3. RPA + AI Business Process Automation

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

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Ideal Candidate

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The ideal candidate is a hands-on AI automation professional who can understand a business problem

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and independently design, build, integrate, test, and maintain a working solution.

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We are particularly interested in candidates who have previously developed:

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- AI help desk systems
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- Ticket automation
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- AI voice agents
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- RPA workflows
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- AI-powered business automation
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- CRM or customer support integrations
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- AI agents connected to company knowledge bases
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What Success Looks Like

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Success in this position will include:

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- Reduced manual Level 1 help desk workload
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- Faster response times
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- Improved ticket routing and prioritization
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- Successful automation of repetitive processes
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- Reliable AI-to-human escalation
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- Accurate call and ticket documentation
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- Secure handling of confidential information
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- Measurable improvements in operational efficience
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📌 AI Automation Specialist (Delhi)
🏢 CPA-DMV
📍 Delhi