Industrial AI Tools Specialist

Role Overview :

The Industry AI Tools Specialist will design, build, integrate, and operationalize AI-powered solutions across Service Desk and Digital Workplace Services, using leading industry AI platforms such as Gemini Studio, Copilot Studio, OpenAI, Avaamo, Nexthink, Genesys, and ServiceNow Assist.

The role focuses on practical, production-grade AI adoptiondriving self-service, automation, agent productivity, experience-led operations, and measurable business outcomes, rather than experimentation alone.

Key Responsibilities :

- Design and implement AI-driven solutions for Service Desk and DWS use cases using Google AI Studio, Microsoft Copilot Studio, Industry AI platforms

- Build and integrate conversational AI and virtual agents using platforms such as Avaamo, ServiceNow Virtual Agent, and Copilot Studio for ticket deflection and guided resolution.

- Enable AI-powered Contact Center use cases by integrating Genesys AI (Agent Assist, interaction analytics, sentiment) with Service Desk workflows.

- Leverage Nexthink AI-driven DEX insights to drive proactive remediation, self-heal automation, and experience-led operations.

- Integrate AI solutions with ITSM platforms to enable closed-loop automation, ticket enrichment, and auto-resolution.

- Support pre-sales and solutioning : AI assessments, demos, value cases, and AI-led transformation roadmaps.

Required Experience & Skills :

- 7 to 10 years of experience in Service Desk, Digital Workplace, Automation, or AI solution delivery.

- Hands-on experience with one or more enterprise AI platforms :

a. Gemini Studio / Copilot Studio / OpenAI

b. Avaamo / ServiceNow Virtual Agent

c. Nexthink / Genesys AI

- Strong understanding of Service Desk operations, ITSM processes, and Digital Workplace ecosystems.

- Experience integrating AI solutions with enterprise systems

- Ability to translate AI insights into operational actions and automation.

- Strong stakeholder communication and solution documentation skills.

Preferred / Nice-to-Have Skills :

- Experience with agentic AI patterns (multi-step agents, tool-calling, orchestration).

- Exposure to experience-led operations (XOps) and AI-driven self-healing models.

- Familiarity with multiple LLM ecosystems (vendor-agnostic mindset).

- Experience working in large, global, multi-language Service Desk environments.