Senior Technical Specialist - IT Support and AI Automation

Technical Specialist / Sr. Technical Specialist

Relocation Assistance Offered Within Country
Job Number #172475 - Mumbai, Maharashtra, India

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specialising in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

Brief introduction - Role Summary/Purpose : 

• You will be responsible for first level support for Business users IT queries and issues. You should have the ability to understand the reported request or issue, utilize the knowledge and tools available to identify appropriate solutions and apply them.

• You will dual-track as a senior agent and an Automation Catalyst. While ensuring seamless daily operations and queue management, this role will spearhead the integration of Gen AI and custom coding solutions to transform the helpdesk from a reactive support center to an AI-driven proactive service

• In this Mumbai-based role, you have the unique opportunity to transition from a technical expert to an AI innovator, developing/configuring Gen AI solutions and creating automated workflows that directly impact thousands of users worldwide. 

Responsibilities:

• AI Transformation: Help implementing & maintaining Gen AI capabilities—including LLM orchestration and RAG pipelines—to automate first-level support and enhance agent productivity.

• Architect Seamless Integrations: Use your coding expertise to build custom bridges between our IT Service Management tools (like Freshservice) and third-party APIs to eliminate manual tasks.

• Maintaining KPI’s - You will be responsible to maintain your customer  satisfaction scores by providing the fast and seamless experience to our users

• Drive Strategic Efficiency: Identify recurring friction points in global IT processes and proactively engineer automated solutions that increase speed-to-resolution and user satisfaction.

Required  Qualifications:

• Should have 3-4 years of Technical support center experience.

• Is a bachelor’s degree required? Yes 

• Should have worked on CRMS tools like service NOW or Freshservice etc.

• Coding: Proven ability to write and debug code (Python, Bash, or PowerShell) for tool integration.

• AI Frameworks: Familiarity with LLM frameworks (e.g., LangChain) and the ability to craft/test complex prompts.

• Soft Skills: Ability to translate complex technical AI concepts into simple instructions for L1 agents. 

Preferred Qualifications:

• Certification: AWS/Azure AI Practitioner or equivalent certification.

• What soft skills are needed for this role? Problem solving, customer focus, Relationship builder

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives  to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

#LI-Hybrid

Experience Level

Senior Level