IT Customer Services Specialist

Accountabilities:

AI Content Maintenance and Quality Assurance
Review, maintain, and improve existing AI and Machine Learning learning materials to ensure technical accuracy, relevance, and instructional quality.
Identify, investigate, and resolve urgent content issues, including broken code, failing technical labs, and solutions that no longer work with updated AI models, APIs, or libraries.
Review and revise educational content in accordance with established quality standards, technical requirements, and editorial guidelines.
Validate technical exercises, code examples, and learning environments to ensure they function correctly and provide the intended learning outcomes.
Maintain the quality and consistency of technical content across the learning catalogue.
Learner Experience and Continuous Improvement
Analyse learner and customer feedback, user testing results, and support data to identify recurring issues and prioritise content improvements.
Identify potential learner drop-off points and proactively revise educational materials to improve engagement, understanding, and completion rates.
Evaluate the effectiveness of existing learning resources and implement improvements that enhance the overall educational experience.
Collaborate with learner services, mentor operations, and solution architects to address technical and instructional challenges.
Tailor existing learning content into structured learning journeys aligned with individual learner needs and client objectives.
Content Development and Assessment
Review and approve content submissions from external or internal content contributors, ensuring they meet technical and instructional quality standards.
Validate proposed content improvements and confirm that accepted submissions deliver their intended learning outcomes.
Design and develop assessments to evaluate applicants' technical knowledge and readiness for specific learning programmes.
Apply instructional design principles to improve the clarity, structure, accessibility, and effectiveness of technical educational materials.
Contribute to the continuous evolution of AI-focused curricula, ensuring learning experiences reflect current technologies and industry practices.
Technical Collaboration and Problem Resolution
Work with cross-functional teams to investigate technical issues, implement content corrections, and coordinate improvements.
Use modern AI development tools and frameworks to validate technical solutions and maintain reliable learning environments.
Support the ongoing improvement of content maintenance processes, testing practices, and quality assurance workflows.
Report progress, identify recurring challenges, and communicate proposed improvements to relevant stakeholders.
Requirements:
Professional Experience and Technical Expertise
At least 3 years of professional experience in Artificial Intelligence and Machine Learning, including hands-on experience with Generative AI and Large Language Models (LLMs).
At least 3 years of experience with Python and the Generative AI technology stack, particularly Hugging Face Transformers and PyTorch.
Working knowledge of scikit-learn, NumPy, and pandas for machine learning, data processing, and analytical tasks.
At least 1 year of experience developing LLM-powered applications, including Prompt Engineering, Retrieval-Augmented Generation (RAG), and evaluating AI-generated output quality.
At least 1 year of experience with Agentic AI, including tool calling, function calling, and single-agent workflows.
Familiarity with agent development frameworks such as LangGraph, CrewAI, OpenAI Agent SDKs, or Anthropic Agent SDKs.
At least 1 year of hands-on experience with managed cloud AI platforms such as Amazon Bedrock, Azure AI Foundry, Azure OpenAI, or Google Vertex AI.
At least 1 year of experience developing software using AI coding assistants or agents, such as Claude Code, Cursor, or GitHub Copilot.
At least 3 years of experience troubleshooting and repairing technical learning content, including debugging code, resolving technical issues, and fixing broken development or learning environments.
At least 1 year of experience using version control systems and tools such as Git.
Instructional Design and Content Development
At least 3 years of experience in instructional design, curriculum development, or teaching technical subjects to adult learners.
Strong understanding of technical education principles and the ability to translate complex AI and Machine Learning concepts into clear, accessible learning materials.
Experience reviewing, editing, and improving technical documentation and educational content.
Ability to evaluate the effectiveness of learning materials and align content with defined educational objectives and quality standards.
Communication and Collaboration Skills
Professional working proficiency in written and spoken English.
Strong technical writing and copy-editing skills, with the ability to review content against documented quality standards and style guidelines.
Excellent analytical, debugging, and problem-solving abilities.
Strong attention to detail and a structured approach to identifying and resolving technical and instructional issues.
Ability to collaborate effectively with technical experts, content contributors, learner support teams, and other stakeholders.
A proactive and continuous-improvement mindset, with the ability to manage priorities and deliver high-quality work independently.
Education
Bachelor's degree or equivalent professional experience, with a minimum of 12 years of total education and work experience as specified in the original qualification criteria.
Candidates holding an Associate's degree must have at least 6 years of professional work experience.
Preferred Qualifications and Additional Experience
Experience building and operating production-grade Agentic AI systems at scale.
Knowledge of multi-agent orchestration and coordination.
Experience implementing AI guardrails, evaluation frameworks, and observability solutions.
Familiarity with production AI systems and best practices for ensuring reliability, scalability, and performance.
Benefits:
Remote working: Fully remote position based in India, offering flexibility in your working environment.
Innovative technology environment: Opportunities to work with advanced AI, Machine Learning, Generative AI, and autonomous agent technologies.
Professional development: Exposure to modern AI frameworks, cloud-based AI platforms, and emerging technologies.
Meaningful impact: Contribute to improving technical education and helping learners develop in-demand skills in AI, Machine Learning, and related fields.
Cross-functional collaboration: Work alongside specialists in AI engineering, content development, instructional design, and learner operations.
Continuous learning: Opportunities to strengthen technical expertise and expand knowledge of AI-driven educational solutions.
Career growth: Develop your experience across AI engineering, technical quality assurance, curriculum development, and learning architecture.
Global exposure: Collaborate with diverse teams and contribute to large-scale learning initiatives serving organisations and learners worldwide.