Agentic AI Engineer (ITSM & Enterprise Automation)

• *Agentic AI Engineer (ITSM \& Enterprise Automation)**

• *Minimum Qualifications:**

Looking to build and operate **next generation AI driven IT operations** in a modern enterprise environment? Join us as **AI Ops / IT Automation Engineer** and help transform IT service delivery through **agentic AI**, workflow orchestration, and intelligent automation.

Motivated by our values: **Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid**.

We are modernizing IT operations to deliver reliable**, scalable, and employeecentric IT service experience**. This role will help design, build, and run **agentic AI workflows** that improve selfservice adoption, reduce ticket volumes, and shorten timetoresolution while maintaining strong governance, auditability, and security.

This pivotal role requires expert understanding and hands\-on knowledge of **AI assisted ITSM automation**, workflow orchestration, integrations, and enterprise platforms (Microsoft 365, Nexthink, Okta, endpoint management, and ITSM tooling), with working experience across an **agentic AI ITSM studio** (Agents, Workflows, Apps, AI Functions, Integrations, Knowledge, Triggers, Models, dashboards, and human collaboration).

• *Responsibilities:**

• Serve as an **AI Ops / IT Automation Engineer** responsible for **AI****driven IT operations and automation**
• **Experience with Prompt Engineering**, including designing, testing, and optimizing prompts for AI agents and workflow execution.
• **Hands\-on experience with Conversational AI**, chatbot orchestration, and AI\-driven employee self\-service solutions.
• **Experience building Knowledge Ingestion Pipelines** for structured and unstructured enterprise data sources including KB articles, PDFs, logs, and documents.
• **Experience integrating Microsoft 365 services using Microsoft Graph API**.
• **Strong understanding of OAuth 2\.0, API authentication, authorization flows, and enterprise identity integrations**.
• **Experience designing Event\-Driven Integrations using webhooks, triggers, and asynchronous workflow patterns**.
• **Experience troubleshooting API integrations, authentication failures, and automation workflow issues**.
• Lead technical investigation and architecture for **agentic AI use cases** that improve efficiencies and end user experience
• Build, configure, and maintain **AI Agents** for IT incidents, service requests, and employee self\-service
• Design, build, and operate **Agentic Workflows** including branching logic, retries/timeouts, approvals, and humanintheloop handoffs
• Develop and manage **Agentic Apps** and execution flows for repeatable ITSM and infrastructure automations
• Configure and operationalize **AI Functions** (classification, enrichment, summarization, extraction) with validation controls and safe writeback patterns
• Implement and maintain integrations using **MCP, APIs, webhooks, and** **eventdriven** **Triggers** to connect ITSM, identity, endpoint, and collaboration systems
• Build and curate **Knowledge** sources used by agents; ensure freshness, relevance, and governance of content
• Monitor and improve operational performance using **dashboards, agent interaction traces, workflow execution logs**, and run analytics
• Provide technical leadership on implementing automation, education, and self\-serve tooling for incident and service request reduction
• Partner with information security teams to ensure **leastprivilege** **access, secret management (API keys), auditability, and compliance** for AIinitiated actions
• Serve as a technical expert for **automation platforms, ITSM tooling, and escalatio****n**
• **3\+ years** of experience as AI engineer or AI Ops Engineer.
• Strong understanding of **IT service management processes** (Incident, Request, Change, SLAs)
• Hands‑on working knowledge of an **agentic AI****studio**, including Agents, Agentic Workflows, Agentic Apps, AI Functions, Integrations (MCP/APIs), Triggers, Agent Interactions, and model/settings administration
• Deep experience in integrating enterprise tools such as Nexthink, Zoom Contact Center (ZCC), IAM platforms (Okta, SailPoint), ServiceNow, and similar ITSM, identity, and observability tools
• Excellent analytical skills and experience of **JavaScript** and automation scripting to streamline operations (Python or PowerShell is a plus)
• Strong understanding of **REST****/SOAP** **APIs, JSON, authentication**, and error integration (retries, timeouts, idempotency)
• Strong oral and written communications with excellent teamwork and interpersonal skills to deliver support and enablement
• Collaborative working style to be able to partner with technology and business stakeholders across the organization and influence technology decisions
• A strong track record of executing in a dynamic and fast‑paced environment

• *Preferred Qualifications:**

• Hands‑on experience working on **Rezolve.ai, ServiceNow Agentic AI,** **Moveworks****,** **Aisera****, Kore.ai**, or similar agentic AI / intelligent ITSM platforms
• Hands‑on experience working on **Power Platform, Copilot, Power Apps, Dataverse, Power BI**
• **Experience implementing Retrieval\-Augmented Generation (RAG) architecture and Vector Databases** for enterprise knowledge retrieval.
• ServiceNow certified System and ServiceNow certified application developer

• *About Convera**

• Convera is the largest non\-bank B2B cross\-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology\-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction.
• Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.
• Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth\-minded, results\-oriented people who are looking to move fast in an innovative environment.
• As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

• *We offer an abundance of competitive perks and benefits including:**

• Competitive salary
• Opportunity to earn an annual bonus
• Great career growth and development opportunities in a global organization
• A flexible approach to work.