Cluster Manager - AI Unit
Bajaj Finance Limited
4 days ago
Full-time
On-site
Pune, Maharashtra, India
| Job Purpose |
This role supports the design, structuring, and execution of domain logic and orchestration frameworks for agentic AI use cases across Operations, Customer Service, and IT workflows. Working under the Lead – Agentic AI Domain, the role converts operational processes, servicing journeys, backend system interactions, SOPs, IT process flows, and support routines into machine-interpretable domain structures for autonomous agents. The role also plays a key part in cross-team coordination, ensuring accuracy and smooth delivery of use cases in collaboration with Ops, Service, and IT stakeholders |
| Duties and Responsibilities |
Support the creation of domain reasoning logic, rule sets, state machines, and decision trees relevant to Ops, Service, and IT scenarios. · Map and structure end-to-end process flows such as customer request management, service fulfilment, ticket lifecycle, exception handling, and operational validations. · Help define orchestration flows, stepwise operational routines, and escalation paths for agent behavior. · Work with IT and engineering teams to understand backend systems and translate them into API-level domain rules, tool-use guidelines, and interaction logic for agents. · Assist in designing logging schemas, reasoning traces, and interpretability checkpoints to ensure observability and auditability. · Conduct reasoning audits, test runs, scenario walkthroughs, and multi-layer evaluation cycles to validate domain correctness. · Collaborate with Ops and Service teams to continuously refine business rules, SOP changes, exception patterns, and process variations. · Document process maps, domain rule books, interaction guidelines, and agent behavior specifications. · Identify areas where agentic AI can enhance operational efficiency, turnaround time, accuracy, and service quality. · Provide execution-level support to the Lead – Agentic AI Domain on coordinating and delivering Ops/Service/IT use cases |
| Key Decisions / Dimensions |
Suggestions for refining domain models, process rules, fallback logic, and decision pathways. · Identification of high-priority exceptions, risk scenarios, or system-dependency constraints. · Recommendations for data requirements, signal dependencies, or validation rules. · Proposals for improvements based on test output, reasoning logs, and interaction outcomes |
| Major Challenges |
Support the creation of domain reasoning logic, rule sets, state machines, and decision trees relevant to Ops, Service, and IT scenarios. · Map and structure end-to-end process flows such as customer request management, service fulfilment, ticket lifecycle, exception handling, and operational validations. · Help define orchestration flows, stepwise operational routines, and escalation paths for agent behavior. · Work with IT and engineering teams to understand backend systems and translate them into API-level domain rules, tool-use guidelines, and interaction logic for agents. · Assist in designing logging schemas, reasoning traces, and interpretability checkpoints to ensure observability and auditability. · Conduct reasoning audits, test runs, scenario walkthroughs, and multi-layer evaluation cycles to validate domain correctness. · Collaborate with Ops and Service teams to continuously refine business rules, SOP changes, exception patterns, and process variations. · Document process maps, domain rule books, interaction guidelines, and agent behavior specifications. · Identify areas where agentic AI can enhance operational efficiency, turnaround time, accuracy, and service quality. · Provide execution-level support to the Lead – Agentic AI Domain on coordinating and delivering Ops/Service/IT use cases |
| Required Qualifications and Experience |
(Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications · 4–6 years of experience in Operations, Service, IT process modelling, AI/ML workflows, or domain analysis. · Strong understanding of operational SOPs, service processes, ticket management workflows, or system interaction flows. · Exposure to Agentic AI frameworks, LLM-driven reasoning, or workflow orchestration (preferred). · Ability to translate processes into structured rules, decisions, and domain logic. · Solid analytical and documentation skills with strong attention to detail. · Ability to collaborate effectively across Ops, Service, IT, and engineering teams. |