Cluster Manager - AI Unit

About the role

This role supports the design, structuring, and execution of domain logic and orchestration frameworks for agentic AI use cases across Operations, Customer Service, and IT workflows. Working under the Lead – Agentic AI Domain, the role converts operational processes, servicing journeys, backend system interactions, SOPs, IT process flows, and support routines into machine-interpretable domain structures for autonomous agents.

What you'll do

• Support the creation of domain reasoning logic, rule sets, state machines, and decision trees relevant to Ops, Service, and IT scenarios
• Map and structure end-to-end process flows such as customer request management, service fulfilment, ticket lifecycle, exception handling, and operational validations
• Help define orchestration flows, stepwise operational routines, and escalation paths for agent behavior
• Work with IT and engineering teams to understand backend systems and translate them into API-level domain rules, tool-use guidelines, and interaction logic for agents
• Assist in designing logging schemas, reasoning traces, and interpretability checkpoints to ensure observability and auditability

What you need

• 4–6 yrs of experience
• SOP writing
• Machine learning
• Customer service
• Any graduate

Good to have

• LLMs