Senior Specialist - Agentic AI specialist in Networking Domain (Python & Automation)

The AI Senior Specialist is responsible for overseeing the training, validation, and continuous improvement of Agentic Capabilities—AI-powered agents designed to autonomously process a variety of ticket types within workflow management systems.

This role owns AI agent quality: ensuring reliable, high-quality outcomes; rapidly reviewing and resolving exception (“fallout”) tickets; applying corrections and re-ingesting updates; improving training data and fine-tuning artifacts; updating the agent knowledge base; and rerunning tickets to validate fixes—continuously strengthening agentic capabilities.

• Analyze fallout patterns to identify knowledge gaps, process inefficiencies, or opportunities for AI improvement.
• Develop and implement training protocols to enhance Agentic Capabilities, leveraging prompt engineering, model validation, and knowledge base updates.
• Collaborate with cross-functional teams (product, engineering, support) to align AI behaviors with business needs and compliance requirements.

• Maintain and update the agent knowledge base, ensuring accurate, current, and comprehensive content for AI agents.
• Document training methodologies, ticket resolutions, and process improvements for knowledge sharing and auditing.

• Validate AI performance through systematic review, testing, and user/stakeholder feedback.
• Ensure all processes comply with regulatory standards, ethical guidelines, and company policies.

• Track and report on key metrics: ticket resolution rates, fallout frequency, review turnaround times, and AI improvement outcomes.
• Continuous Improvement practices
• Communicate insights, best practices, and recommendations to stakeholders and leadership.

• Advanced observability (distributed tracing, SLO/SLA design) and incident response practices.
• Experiment tracking and ML operations tooling, feature flags, canary/rollback strategies.
• Familiarity with fine-tuning pipelines, retrieval/RAG, vector databases, and content ingestion pipelines.
• SQL/BI tools for advanced analytics and dashboarding; ability to build executive-ready reports.
• Version control (Git) for prompts, KB content, and evaluation artifacts; change management discipline.
• Workflow orchestration for scheduled re-ingestion, evaluations, and reporting.
• Experience in training, quality assurance, documentation, or knowledge management, including taxonomy/ontology design.

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