About the role

We are building a recent AI-powered IT Service Desk assistant for a global workforce. The assistant will live in Microsoft Teams, understand natural language, answer from approved knowledge, recommend and order IT services, create and track tickets in ServiceNow, and carry out approved fixes with a Service Desk agent always one step away.

What you will do

Design and build the conversation engine in .NET: intent handling, orchestration, tool calling and conversation state, using the Microsoft Agent Framework and Azure Foundry models

Build the Teams and Microsoft 365 Copilot channel with the Microsoft 365 Agents SDK, including single sign-on and adaptive cards

Integrate with ServiceNow and other IT platforms: knowledge, service catalogue, incidents and requests, identity and device services every action scoped to the requesting user

Implement retrieval over the enterprise knowledge base with Azure AI Search, and the guardrails around it: content safety, confirmation steps, audit logging, rollback

Set up evaluation: a golden question set, automated quality scoring and release gates, so answer quality is measured, not assumed

Work closely with the Service Desk,



the ServiceNow platform team, Security and knowledge owners

Help grow the platform so other business functions can build their own agents on it

What you bring

Several years of professional experience building backend services in C# / .NET

Hands-on experience with Azure: App Service, AKS, Entra ID, Key Vault, Cosmos DB or similar

Working knowledge of Python for model evaluation, fine-tuning and data preparation

Experience integrating with enterprise systems through REST APIs; ServiceNow experience is a plus

Practical experience with large language models: prompting, retrieval-augmented generation, tool calling, and evaluating output quality through Azure OpenAI / Foundry, Semantic Kernel, the Agent Framework or comparable

A security-minded approach: identity, least privilege, auditability

Comfortable working in a small team that owns a product end to end

Nice to have

Experience with Microsoft 365 Copilot extensibility

Location: Remote- Bengaluru,Hyderabad,Delhi / NCR,Chennai,Pune,Kolkata,Ahmedabad,Mumbai

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