> Telecom SME – Call Reduction & Troubleshooting Automation
>
> Role Summary:
>
> Seeking a Telecom Domain SME with hands-on experience in consumer contact-center call reduction and troubleshooting automation. The role will focus on analyzing customer tickets and jeopardy (jeop) codes, identifying root causes, and defining automated diagnostic and resolution recommendations. Experience with Google CCAI is preferred.
>
> Key Responsibilities
>
> - Analyze customer calls, trouble tickets, repeat contacts and jeop/fallout codes to identify key call drivers.
>
> - Define Issue/Jeop → Root Cause → Diagnostic Checks → Resolution flows.
>
> - Identify opportunities for call avoidance, automated troubleshooting and resolution recommendations.
>
> - Convert existing agent/SME troubleshooting knowledge into decision flows and automation-ready logic.
>
> - Define data required from customer, service, order, network and CPE/device systems for automated diagnosis.
>
> - Work with AI/engineering teams to enable Agent Assist, Next Best Action, self-service and automated remediation.
>




> - Define when a resolution can be automated versus escalated to a human agent.
>
> Required Experience
>
> - Solid Telecom B2C / Consumer domain expertise.
>
> - Experience in customer care, technical support or service assurance.
>
> - Hands-on experience with ticket analysis, jeop/fallout analysis and troubleshooting.
>
> - Experience delivering call reduction, contact avoidance or troubleshooting automation use cases.
>
> - Strong understanding of broadband/fiber, Wi-Fi, CPE, activation, provisioning and service issues.
>
> - Ability to translate telecom troubleshooting knowledge into diagnostic workflows and resolution logic.
>
> Preferred
>
> - Google CCAI experience, particularly Agent Assist / conversational AI / AI-driven customer care.
>
> - Exposure to GenAI, Agentic AI, Next Best Action or automated resolution.
>
> - Experience with a Tier-1 Telco or Cable/MSO.
>
> - Familiarity with OSS/BSS, CRM and service-management platforms.

📌 Data engineer - Verizon (India)
🏢 Cognizant
📍 India