CoPilot Studio Expert

Role overview

HTC Global Services is looking for a CoPilot Studio Expert with strong hands-on experience in chatbot design and development, along with code generation tools such as Copilot, Cursor, and Claude Code. The role focuses on making an existing chatbot more accurate, useful, and secure by grounding answers in approved knowledge sources and expanding AI support across operations.

Key responsibilities

• Enhance the current Gates chatbot so it responds more accurately by using KM documents as the trusted source of truth.
• Strengthen the chatbot’s intelligence by ensuring its outputs are grounded in approved documentation.
• Collaborate with L3 Infrastructure and L3 Application teams to find the most frequent daily tasks that can be improved with AI.
• Design and implement AI assistance for operational work such as ticket triage, routing recommendations, and resolution guidance.
• Prepare AI-friendly content by structuring SOPs, runbooks, and knowledge articles so they can be consumed effectively by the chatbot.
• Support NOC shift-left initiatives by turning repetitive L3 activities into runbooks and automation-oriented steps.
• Improve alerting and incident workflows by cutting down noise and correlating related events.
• Ensure chatbot and AI solutions comply with security and governance requirements, including access control, DLP, and auditability.
• Measure and report results such as chatbot usage, deflection rates, fewer transfers, and faster resolution times.
• Lead a monthly improvement cycle to continuously raise chatbot accuracy and broaden AI and automation use cases across towers.

Experience required

The position calls for 8+ years of relevant experience in chatbot design and development, as well as code-generation-assisted development using tools like Copilot, Cursor, and Claude Code.

Additional information

This is a full-time onsite role based in Chennai, Tamil Nadu, India.