IT AI and Automation Engineer

Overview

The IT AI and Automation Engineer designs, builds, maintains and improves AI-driven support workflows, automation scripts and self-service experiences using Microsoft Copilot, Power Platform and related systems. The role drives automation initiatives alongside core support responsibilities.

What you'll do

• Design, build, and maintain AI-driven support workflows using Microsoft Copilot and related platforms.
• Develop and manage Copilot Studio agents integrated with ITSM, asset management, IT catalog, and request management systems.
• Build Power Automate flows and API-based automations to reduce repetitive Tier 1 and Tier 2 support tasks.
• Integrate internal systems via APIs and connectors to enable conversational IT support and self-service experiences.
• Identify high-volume ticket patterns and propose scalable automation solutions.
• Maintain and optimise automation scripts, workflows, and AI prompt structures.
• Monitor chatbot and automation performance using usage analytics and continuously improve effectiveness.
• Ensure governance, auditability, and security controls are applied to all automation implementations.
• Research emerging AI tools relevant to IT operations and propose pilot initiatives.
• Analyse ticket trends and design scalable solutions that reduce repetitive manual effort.

What you'll need

• 5+ years of overall software development experience within an enterprise environment.
• Hands-on experience building automations using Copilot Studio, Power Automate, Azure Foundry, or workflow platforms.
• Practical experience working with REST APIs, connectors, or system integrations including authentication concepts and data flows.
• Experience contributing to ITSM improvements, service catalog automation, or self-service enablement.
• Ability to analyse ticket trends and design scalable solutions that reduce repetitive manual effort.
• Proficiency in at least one programming language: C#, .NET, JavaScript / TypeScript, Python.
• Strong interest in AI-driven service delivery and demonstrated experience experimenting with or implementing AI tools.
• Self-motivated with the ability to work independently.
• Strong written and verbal communication skills with attention to detail.
• Able to prioritise effectively across operational support and project work.
• Comfortable working in a fast-changing, global environment.
• Proactive mindset with curiosity around emerging technologies.
• Microsoft 365 including Teams, SharePoint, and OneDrive.
• Microsoft Copilot Studio and Power Platform including Power Automate.
• ITSM platforms.

Nice to have

• Experience with AI/ML concepts and Copilot technologies is preferred.

Details

• Location: Gurgaon, Haryana, India.
• The role is expected to spend a meaningful portion of time driving automation initiatives alongside core support responsibilities.