Job Description

Key Responsibilities
Architect automation frameworks and blueprints that integrate CCaaS platforms, ServiceNow, and other IT ecosystems to streamline ticket handling, routing, and resolution.
Design and implement intelligent workflows using AI, RPA, and orchestration tools to improve end-user support experiences.
Collaborate with cross-functional teams, like Service Desk operations, data analytics, AI engineers, and business process owners, to identify automation opportunities and measure business value.
Lead proof-of-concepts and pilots, moving successful designs into scalable, production-ready automations.
Leverage data and insights to continuously optimize workflows, reduce manual effort, and enhance agent and end-user experiences.
Stay ahead of emerging trends in CCaaS, ITSM, AIOps, and automation technologies, translating them into practical innovation within Astreya's Service Desk practice.
Act as a trusted advisor to clients and internal teams, evangelizing automation strategy and best practices.
Required Qualifications
Proven experience architecting automation solutions across CCaaS, ServiceNow (or other ITSM platforms), and RPA or workflow orchestration tools (e.g. UiPath, Power Automate, Workato, ServiceNow Flow Designer).
Strong understanding of AI and machine learning integration in service operations (chatbots, intent detection, predictive routing, sentiment analytics, etc).
Hands-on experience building data-driven workflows, integrating APIs, and managing cloud environments.
Ability to translate business problems into automation opportunities and communicate complex ideas to both technical and non-technical audiences.
A mindset that blends innovation, human empathy, and operational rigor, always looking to improve both the agent and end-user experience.
Excellent communication, collaboration, and stakeholder engagement skills.
Why Astreya
At Astreya, we're helping some of the world's most innovative organizations elevate their IT operations through a blend of technology, talent, and insight. You'll join a team where automation and AI are not just buzzwords, they're at the heart of transforming how people experience support.
We value curiosity, creativity, and a bold spirit to challenge "the way it's always been done." Here, you'll have the autonomy to design, build, and shape automations that truly move the needle for global enterprises.
Preferred Experience
5+ years in automation architecture, ITSM/ServiceNow engineering, or intelligent operations design
Familiarity with CCaaS platforms (Five9, Genesys, NICE, Amazon Connect, etc)
Experience with integration and API design, data pipelines, or observability platforms
Certifications in ServiceNow, ITIL, or automation technologies are a plus
Who You Are
A problem solver who can translate complex service needs into elegant, scalable solutions.
A collaborative technologist who bridges the gap between IT operations, business stakeholders, and user experience.
A curious innovator with a passion for exploring how AI and automation can elevate human support.

Skills Required