Leads customer implementations of LLM and generative-AI systems from architecture through production, building full-stack solutions and improving model quality.
About this role
This role sits within the corporate customer operations organization supporting companies that use IT services. The team operates a service desk for network and security services, serving as a contact point for inquiries and incidents while coordinating with customers, sales, SEs, operations, technical teams, planning teams, and vendors.
The engineer manages and improves service-desk quality, supports operators with escalations, analyzes inquiries and CX/KPIs, maintains knowledge, reviews operating rules, and advances process improvement and automation using AI and other tools. The work includes coordinating issue resolution and supporting stable service delivery across corporate network services.
Applicants must have at least one relevant foundation, such as communication with corporate customers, internal departments, or vendors; experience in IT service inquiries, customer support, technical support, operations and maintenance, or incident response; basic IT infrastructure or IT service knowledge; or CCNA-equivalent network knowledge covering areas such as TCP/IP, routing, switching, VLAN, VPN, firewalls, DNS, or NAT. The role also requires the ability to understand customer situations and work with relevant parties toward resolution.
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