Agentic AI Engineer (ITSM & Enterprise Automation)

Posted 8/18/2026 · last confirmed live 8/26/2026

Agentic AI Engineer (ITSM & Enterprise Automation)   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 escalatio n   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. #LI-KP1  

This role is published by Convera on greenhouse. SwiftFit is not the employer and does not accept applications.