Experience : 2 - 6 yrs

Job Type : Permanent

Location : Sector-142, Noida

Position Summary :

3CLogic is a leading CCaaS and Voice AI platform, deeply integrated with ServiceNow, serving enterprise customers worldwide. Our Global Service Desk is not a traditional support teamwe run an AI-first operation where engineers work alongside AI systems that triage tickets, analyze logs, trace IVR flows, and inspect Voice AI interactions in real time.

We are hiring a Service Desk Engineer who treats AI as their primary instrument, not a novelty. You will resolve customer issues on the frontline, but the way you work will look different from any support job youve had: youll drive our internal CLI and AI tooling to investigate logs, IVR traces, and Voice AI conversations; youll validate and act on AI-generated triage analysis; and youll help sharpen the AI systems themselves as you use them.

We are hiring for aptitude and demonstrated skill, not years of experience.

Key Responsibilities :

- Own and resolve customer tickets across our CCaaS platform, Voice AI Hub, and ServiceNow integrations, meeting SLA and quality targets.

- Investigate issues using AI-assisted tooling: query logs, IVR traces, and Voice AI interaction records through our CLI and other AI-based analysis tools.

- Critically evaluate AI-generated triage output, confirm it against raw evidence (logs, traces, configs) before acting, and flag incorrect analyses.

- Debug Voice AI agent behavior: review conversation transcripts, identify prompt/intent/flow issues, and reproduce failures.

- Write automation (Python, Bash) to extend investigation workflows, enrich tickets, or eliminate repetitive steps.

- Escalate to L3 with complete, evidence-backed handoffs; partner with TAMs on enterprise accounts.

- Learn the ServiceNow ecosystem (CSM/ITSM, OpenFrame, Agent Workspace) on the job; we will train you.

Qualifications :

Candidates should be B.tech/M.tech/MCA (CSE/IT or related technical field)

Technical Requirements :

We care about what you can demonstrably do, not how long youve done it.

Must have :

- Strong troubleshooting instinct: you form hypotheses, gather evidence, and isolate root causes methodically.

- Real fluency with AI tools in technical work, not casual chatbot use. You know how to prompt effectively, iterate, and (critically) recognize when AI output is wrong or incomplete.

- Comfort in a terminal: navigating a CLI, reading and filtering logs (grep/jq/regex-level skills), working with JSON and APIs.

- Scripting ability in Python or Bash, enough to automate a repetitive investigation step.

- Customer empathy and composure under pressure.

- Strong communication skills in spoken and written English: you will join live troubleshooting calls with customers and turn an internal investigation into a crisp customer update or RCA.

Great to have :

- Exposure to contact center/telephony concepts (SIP, IVR, call flows, CTI) or willingness to learn them fast.

- ServiceNow familiarity.

- Understanding of how LLMs work, prompting patterns, context windows, hallucination failure modes, and agentic tool use.

- Experience with observability tools (Grafana, CloudWatch, log aggregation) or SQL.