[What the role is]
You will be identifying and implementing Artificial Intelligence (AI) solutions to enhance customer experience and efficiency in service delivery processes.
This role requires you to identify customer service areas/processes where suitable AI can be leveraged. You will work with vendors and business users to integrate AI tools with existing Customer Relationship Management System (CRMS), Contact Centre infrastructure, chatbots and digital platforms. You will assist in managing the projects, from initiation to deployment and ensure timely delivery. You will perform AI training and monitor its performance and finetune for improvement.
[What you will be working on]
Your Key Responsibilities Will Include The Following
- AI implementation: Identify and implement AI solutions to enhance service delivery processes and integrate AI tools with existing CRMS, Contact Centre infrastructure, chatbots, and digital platforms.
- Support Change and Training: Assist in implementing the change management and user adoption plan by conducting training.
- Stakeholder Management: Work with internal teams and vendors to troubleshoot system issues, ensuring seamless implementation and continuous improvement.
- Data Analysis and AI Training: Analyse data to improve AI solutions and train AI models for accuracy and efficiency.
- Performance Monitoring and Improvement: Track AI effectiveness and fine-tune AI models continuously based on feedback and performance analysis.
[What we are looking for]
The job might be for you if you possess the following qualities:
- Background in Computer Science, Data Science, Information Technology or a related field.
- At least one year of experience in implementing AI solutions or digital transformation initiative is preferred.
- Proficient in AI and Machine Learning.
- Good communication, problem-solving and stakeholder management skills.
- Experience in customer service industry and understanding in Agile methodology will be an added advantage.
- Able to work in a fast-paced and highly volatile environment that would require the ability to manage multiple priorities and stakeholders at the same time.
As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.
Applicants will be updated on the status of their applications within 4 weeks of the closing date of this job posting.
