Job Description
About the Role:
We are seeking a CoPilot Studio Expert with 8+ years in Chatbot Design & Development, Code Generation (Copilot, Cursor, Claude Code)
Requirements
- Improve the existing Gates chatbot so it can answer user queries more accurately using the KM documents.
- Make the chatbot smarter by grounding responses in approved documents
- Work with L3 Infrastructure and L3 Application teams to identify the top daily tasks that can be improved using AI.
- Identify and implement AI support for daily operations: ticket triage, routing suggestions, and resolution guidance.
- Build AI-ready inputs by ensuring SOPs/runbooks/knowledge articles are structured so they can be used by the chatbot.
- Enable NOC shift-left by converting repeatable L3 work into runbooks and automation steps.
- Improve alert and incident handling by reducing noise and correlating events.
- Ensure the chatbot and AI solutions follow security/governance controls (access, DLP, audit)
- Track and report outcomes (example: chatbot usage, deflection, reduced transfers, faster resolution)
- Run a monthly improvement cycle to keep enhancing chatbot accuracy and expand AI/automation use cases across towers.
