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AI Operations Specialist (Customer Support)
About the role
Sinch is hiring a remote AI operations specialist in Metro Manila to design support-bot journeys, write prompts, and test conversational AI against real customer metrics. The role sits in customer operations.
What you'll do
- Map self-service bot journeys from first touch to resolution or escalation
- Define agent personas, tone, and dialogue for different customer tiers
- Write and maintain system prompts, few-shot examples, and context parameters
- Ground answers in Sinch documentation with retrieval
- Add safety filters and anti-hallucination rules
- Test with synthetic suites and real conversation logs, then A/B test using CSAT, first-contact resolution, and containment
- Connect the agents to ticketing, CRM, and Sinch APIs
Requirements
- Demonstrable experience structuring multi-turn dialogue trees, conversational flows, and bot personas in an enterprise or SaaS setting
- Strong prompt engineering, including context windows and ways to cut hallucination
- A record of using conversation analytics and evaluation rubrics to iterate
- Deep understanding of CSAT, deflection or containment, average handle time, and escalation quality
- Hands-on experience with a conversational AI platform such as Sinch Chatlayer, Google Dialogflow, Cognigy, or a generative agent builder
- Familiarity with a support desk such as Zendesk or Jira Service Management
About Sinch
Sinch runs a cloud communications platform for SMS, WhatsApp, RCS, Messenger, voice, and email, used by large enterprises.
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