AI & Data Specialist

About

Description

We’re looking for an AI Data Specialist who is passionate about turning data into impact. This role sits at the heart of Customer Support, driving AI-powered solutions, optimising chatbot performance, building robust data pipelines, and delivering actionable insights that elevate customer experience. If you thrive on analytics, automation, and continuous improvement — this is your opportunity to shape the future of AI-driven customer engagement.

Responsibilities

• AI & Automation Enablement Implement, configure, and optimise AI services and chatbot platforms
• Enhance AI-driven customer engagement strategies
• Apply machine learning concepts to improve automation and service efficiency
• Continuously monitor and refine AI model performance
• Advanced Data Analysis & Insights Analyse large and complex customer service datasets
• Identify trends, patterns, and behavioural insights
• Use predictive analytics to forecast support demand and customer needs
• Translate data into actionable recommendations for leadership
• Reporting & Visualisation Build dashboards and reports using Microsoft BI tools (SQL, SSIS, SSRS, SSAS, Power BI)
• Deliver daily, weekly, monthly, and ad hoc reporting
• Present insights in clear, compelling visual formats for non-technical stakeholders
• Develop and track Customer Support KPIs
• Data Governance & Quality Develop and maintain data pipelines ensuring integrity and reliability
• Implement data governance best practices and compliance standards
• Troubleshoot data discrepancies and maintain documentation
• Safeguard data security and regulatory compliance
• Collaboration & Business Partnership Partner with Customer Support, BI, CX, and leadership teams
• Gather business requirements and translate them into technical solutions
• Provide training and support on AI and data tools
• Support projects across requirements, testing, and deployment phases

Qualifications

• 2–3 years’ experience in an Omni Customer Support environment
• Experience managing AI chatbots and automation tools
• Strong proficiency in Microsoft BI stack and advanced Excel
• Experience in AI, machine learning concepts, and contact centre analytics
• Strong analytical thinking with the ability to interpret complex datasets
• Excellent communication skills to explain technical insights clearly

Application instructions:

• Apply Urgently!