Job ID 199 - Process Specialist

Our Culture: The “Real” Deal 

We don’t just build operations teams; we build the future of how operations are delivered.

At , we’re transforming traditional operations into Human-Led, Agent-Operated teams, where people and AI agents work together to deliver smarter, faster, and more scalable outcomes.

We build careers through our Employee Value Proposition (EVP):

• Real Growth: Learning is integral to delivery. We provide clear pathways and role-based upskilling and certifications.
• Real Care:  energytec elevate (e²): 3 hours of protected in-work learning time each week to enable sustainable high performance, continuous development, and long-term career growth; we value sustainable impact over burnout.
• Real Impact: You’ll help design and optimise the operational methodologies that will become industry standards over the next few years. Your ideas won’t sit in a document—they’ll be implemented and used by customers and teams every day.

Job description:

Role: Process Specialist

Location: Hyderabad Hybrid (1 day WFH, 4 days WFO)

Notice Period: Max 30 days

Operations at are shifting from manual tasks to a Human-Led, Agent-Operated model. In this role, you will work side-by-side with AI agents that handle repetitive, data-heavy activities, allowing you to focus on decision-making, process design, and optimisation. This is an ideal role for a curious problem-solver who wants to be at the forefront of AI-driven operational transformation.

• Human-AI Collaboration: Review, validate, and approve AI-generated actions; assist in training, testing, and providing feedback to optimise AI workflow performance.
• Operational Excellence: Execute core operations accurately, monitor system exceptions within defined SLAs, and resolve escalated customer or switching issues.
• Process Innovation: Analyse operational data to identify automation opportunities; document "happy/unhappy paths" and workflows to build future AI logic.
• Revenue & Compliance: Proactively prevent revenue leakage, support billing reconciliation, and maintain strict compliance with regulatory reporting requirements.
• Knowledge Management: Maintain accurate process maps, playbook documentation, and instruction sets for both human and AI execution.

• Bachelor’s degree (or equivalent), OR 2–5 years of experience in an operations, customer service, or continuous improvement role.
• AI-First Mindset: Comfort working alongside digital agents and a genuine curiosity about emerging automation technologies.
• Execution Skills: Strong attention to detail, proactive problem-solving abilities, and effective time management.

• Background in data analysis and business operations workflows.
• Proven experience in process mapping, drafting decision trees, or participating in User Acceptance Testing (UAT).
• Strong cross-functional communication skills to collaborate with Product, Tech, and Compliance teams.