{"id":3937852,"url":"https://alion.io/job/sinch-ai-operations-specialist-customer-support","title":"AI Operations Specialist (Customer Support)","company":{"id":33778,"name":"Sinch","domain":"sinch.com","url":"https://alion.io/company/sinch","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":98,"open_postings":19,"ghost_share":0,"stale_share":0.263,"repost_share":0,"time_to_fill_p50_days":6,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"A/B Testing","optional":false},{"name":"AI Agents","optional":false},{"name":"Hallucination","optional":false},{"name":"Jira","optional":false},{"name":"LLM","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"RAG","optional":false},{"name":"Service Desk","optional":false},{"name":"WhatsApp","optional":false},{"name":"JavaScript","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-11-08T08:33:39Z","employer_posted_date":"2026-11-08","last_verified_at":"2026-11-15T05:26:08Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"AI Operations Specialist (Customer Support)\nLocation: Metro Manila, Philippines (Remote)\nDepartment: Customer Operations / Operational Excellence\nAbout Sinch\nAt Sinch, we are shaping how the world communicates. Our cloud communications platform reaches billions of mobile phones worldwide through SMS, messaging apps (WhatsApp, RCS, Messenger), voice, and email. We power meaningful customer conversations for the world’s largest enterprises.\nAs part of our commitment to operational excellence and industry-leading customer experience, we are transforming how we support our clients using AI-driven automation, conversational intelligence, and scalable workflow design.\nKey Focus Areas & Responsibilities\nAI Bot Journeys & Persona Design\nMap out intuitive, self-service conversation paths and resolution flows across messaging channels and web support, from first touch to resolution or smooth escalation.\n\nDefine and maintain consistent agent personas, tone of voice, empathy guidelines, and brand-aligned dialogue tailored to various customer tiers and technical complexity.\n\nArchitect conversational logic for ambiguous user intents, edge cases, and graceful failure handling.\n\nAI Optimization & Prompt Engineering\nFormulate, refine, and maintain high-performing system prompts, few-shot examples, and dynamic context parameters.\n\nWork closely with knowledge bases and Retrieval-Augmented Generation (RAG) frameworks to ground AI answers in verified Sinch documentation.\n\nImplement robust boundary rules, safety filters, and anti-hallucination guardrails to protect customer data and uphold brand integrity.\n\nContinuous Testing, Evaluation & Iteration\nBuild and run synthetic test suites, benchmark datasets, and regression checks to assess response accuracy, tone consistency, and task completion prior to production deployment.\n\nContinuously review real-world conversation logs, agent handoffs, and customer drop-offs to pinpoint failure patterns and areas of friction.\n\nDrive ongoing A/B testing on prompt variants, conversational hooks, and journey branches based on empirical CSAT, First Contact Resolution (FCR), and containment metrics.\n\nTooling Integration & Cross-Functional Alignment\nCollaborate with Support Engineering and IT to link conversational AI agents with core ticketing platforms (e.g., Zendesk), CRM systems, and internal Sinch APIs.\n\nPartner directly with front-line support managers and product teams to translate emerging product updates and user pain points into automated workflows.\n\nWhat We Are Looking For\nCore Competencies (Must-Haves)\nDemonstrable experience structuring multi-turn dialogue trees, conversational UI flows, and tailored bot personas in an enterprise or SaaS setting.\n\nStrong command of prompt engineering techniques, LLM behavior, context windows, and strategies to minimize hallucination while maximizing resolution accuracy.\n\nProven track record of using empirical data, conversation analytics, and structured evaluation rubrics to continuously benchmark and iterate on AI performance.\n\nDeep understanding of support operational metrics (CSAT, deflection/containment rates, Average Handle Time, escalation quality).\n\nTechnical & Platform Experience\nHands-on experience with conversational AI platforms (e.g., Sinch Chatlayer, Google Dialogflow, Cognigy) or modern generative AI agent builders.\n\nFamiliarity with customer service ticketing systems (Zendesk, Jira Service Desk) and knowledge base management.\n\nBasic understanding of APIs, webhooks, and JSON data structures to understand how conversational agents pass and receive data.\n\nMindset & Attributes\nYou let user interaction transcripts and performance data guide your design decisions.\n\nYou stay ahead of rapid shifts in generative AI capabilities and are eager to test new approaches.\n\nComfortable translating technical AI concepts into clear business logic for operational stakeholders.\n\nPreferred Qualifications\nExperience working in CPaaS, telecommunications, cloud software, or high-volume customer service operations.\n\nHands-on experience evaluating RAG architectures and embedding-based search retrieval systems.\n\nBasic scripting skills (Python, JavaScript) for generating synthetic evaluation datasets or testing API 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