# Agentic AI Engineer \(ITSM & Enterprise Automation\) - Company: [Convera]() - Location: Pune - Team: Tech & Enterprise - Digital Workplace and End User Computing - Posted: August 18, 2026 ## Job description **Agentic AI Engineer (ITSM & Enterprise Automation) -Night Shift** **Minimum Qualifications:**  Looking to build and operate **next generation AI driven IT operations** in a modern enterprise environment? Join us as **AI Ops / IT Automation Engineer** and help transform IT service delivery through **agentic AI**, workflow orchestration, and intelligent automation.    Motivated by our values: **Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid**.  We are modernizing IT operations to deliver reliable**, scalable, and employeecentric IT service experience**. This role will help design, build, and run **agentic AI workflows** that improve selfservice adoption, reduce ticket volumes, and shorten timetoresolution while maintaining strong governance, auditability, and security.  This pivotal role requires expert understanding and hands-on knowledge of **AI assisted ITSM automation**, workflow orchestration, integrations, and enterprise platforms (Microsoft 365, Nexthink, Okta, endpoint management, and ITSM tooling), with working experience across an **agentic AI ITSM studio** (Agents, Workflows, Apps, AI Functions, Integrations, Knowledge, Triggers, Models, dashboards, and human collaboration).  **Responsibilities:**  * Serve as an **AI Ops / IT Automation Engineer** responsible for **AI driven IT operations and automation** * **Experience with Prompt Engineering**, including designing, testing, and optimizing prompts for AI agents and workflow execution. * **Hands-on experience with Conversational AI**, chatbot orchestration, and AI-driven employee self-service solutions. * **Experience building Knowledge Ingestion Pipelines** for structured and unstructured enterprise data sources including KB articles, PDFs, logs, and documents. * **Experience integrating Microsoft 365 services using Microsoft Graph API**. * **Strong understanding of OAuth 2.0, API authentication, authorization flows, and enterprise identity integrations**. * **Experience designing Event-Driven Integrations using webhooks, triggers, and asynchronous workflow patterns**. * **Experience troubleshooting API integrations, authentication failures, and automation workflow issues**. * Lead technical investigation and architecture for **agentic AI use cases** that improve efficiencies and end user experience * Build, configure, and maintain **AI Agents** for IT incidents, service requests, and employee self-service * Design, build, and operate **Agentic Workflows** including branching logic, retries/timeouts, approvals, and humanintheloop handoffs * Develop and manage **Agentic Apps** and execution flows for repeatable ITSM and infrastructure automations * Configure and operationalize **AI Functions** (classification, enrichment, summarization, extraction) with validation controls and safe writeback patterns * Implement and maintain integrations using **MCP, APIs, webhooks, and eventdriven Triggers** to connect ITSM, identity, endpoint, and collaboration systems * Build and curate **Knowledge** sources used by agents; ensure freshness, relevance, and governance of content * Monitor and improve operational performance using **dashboards, agent interaction traces, workflow execution logs**, and run analytics * Provide technical leadership on implementing automation, education, and self-serve tooling for incident and service request reduction * Partner with information security teams to ensure **leastprivilege access, secret management (API keys), auditability, and compliance** for AIinitiated actions * Serve as a technical expert for **automation platforms, ITSM tooling, and escalation** * **3+ years** of experience as AI engineer or AI Ops Engineer. * Strong understanding of **IT service management processes** (Incident, Request, Change, SLAs) * Hands‑on working knowledge of an **agentic AI studio**, including Agents, Agentic Workflows, Agentic Apps, AI Functions, Integrations (MCP/APIs), Triggers, Agent Interactions, and model/settings administration * Deep experience in integrating enterprise tools such as Nexthink, Zoom Contact Center (ZCC), IAM platforms (Okta, SailPoint), ServiceNow, and similar ITSM, identity, and observability tools * Excellent analytical skills and experience of **JavaScript** and automation scripting to streamline operations (Python or PowerShell is a plus) * Strong understanding of **REST/SOAP APIs, JSON, authentication**, and error integration (retries, timeouts, idempotency) * Strong oral and written communications with excellent teamwork and interpersonal skills to deliver support and enablement * Collaborative working style to be able to partner with technology and business stakeholders across the organization and influence technology decisions * A strong track record of executing in a dynamic and fast‑paced environment **Preferred Qualifications:**  * Hands‑on experience working on **Rezolve.ai, ServiceNow Agentic AI, Moveworks, Aisera, Kore.ai**, or similar agentic AI / intelligent ITSM platforms * Hands‑on experience working on **Power Platform, Copilot, Power Apps, Dataverse, Power BI** * **Experience implementing Retrieval-Augmented Generation (RAG) architecture and Vector Databases** for enterprise knowledge retrieval. **About Convera**  * Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. * Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs. * Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. * As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging. **We offer an abundance of competitive perks and benefits including:**  * Competitive salary * Opportunity to earn an annual bonus * Great career growth and development opportunities in a global organization * A flexible approach to work. ## Apply [Apply on Convera]() Canonical job page: