Job description

Company and benefits

- Job ID
- SERVI019225
- Employment Type
- Regular
- Work Style
- on-site
- Location
- Pune City,India
- Travel
- Up to 25%
- Role
- Services Operations Specialist I

Why UKG: At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

Job Summary : Essential Duties and Responsibilities :

- Document customer interactions accurately, track recurring issues, and provide structured feedback to enhance customer service processes.
- Analyze extensive datasets to recognize trends, identify root causes, and recommend corrective actions.
- Monitor recurring patterns and highlight significant metrics influencing quality performance.
- Identify manual processes and convert them into automation or AI-assisted workflows.
- Build and support Agentic AI workflows that can plan tasks, use tools, analyze data, validate outputs, and generate reports.
- Develop AI workflows that can research information, analyze findings, summarize insights, and deliver business-ready reports end-to-end.
- Validate AI-generated outputs to ensure accuracy, relevance, and business readiness.

Required Qualifications/Skills :

- Thorough understanding of call and chat quality audit methodologies.
- Hands-on experience using ChatGPT, Microsoft Copilot, Power Automate, and AI-enabled productivity tools.
- Practical experience building or supporting Agentic AI solutions .
- Familiarity with Agentic AI frameworks such as LangChain agents, AutoGPT, CrewAI,



OpenAI function/tool calling, and multi-agent systems .
- Solid understanding of data validation, pattern detection, exception handling, and workflow automation. Willingness to learn new technologies and adapt quickly is required.
- Background in customer service, operations, or quality assurance.
- Experience with KPI tracking, dashboard creation, and reporting automation.
- Well-organized and detail-oriented, with excellent follow-up skills; ability to meet/prioritize high-pressure delivery deadlines, ability to work well in a quickly changing work environment focusing on customers.
- Demonstrated success working in fast-paced, dynamic environments with a strong customer centric‑ mindset.

Agentic AI Experience

- Built an AI agent or workflow that can research, analyze, and deliver a report end-to-end.
- Created an Agentic AI workflow that pulls data from multiple sources, analyzes KPIs, detects anomalies, and generates summary reports.
- Built AI-assisted automation for report validation, data quality checks, exception flagging, or operational insights.
- Designed workflows where AI can plan tasks, use tools/APIs, execute steps, validate results, and summarize outputs.
- Used frameworks such as LangChain agents, AutoGPT, CrewAI, OpenAI function/tool calling, or multi-agent systems to build AI-driven workflows.
- Used ChatGPT, Copilot, or Power Automate to automate repetitive reporting or analysis tasks.
- Applied AI to improve process efficiency, reduce manual effort, and support faster decision-making. NOTICE ON HIRING SCAMSUKG will never ask you for a copy of your driver’s license, social security card, or passport during a job inter ABOUT OUR JOB DESCRIPTIONSAll job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.

📌 Services Operations Specialist I (Pune)
🏢 UKG (Ultimate Kronos Group)
📍 Pune