Company Overview
We are a global financial services organization providing digital payment and money transfer solutions to customers worldwide. Our services include international transfers, currency exchange, mobile top-ups, bill payments, and other financial transactions delivered through a broad international network. Our mission is to make everyday financial interactions simple, secure, and accessible for people everywhere.
Role: AI Platform Administrator (SaaS)
This position is responsible for the daily administration and optimization of an AI-driven customer experience platform supporting voice and chat channels. The role partners closely with Product, Technology, and Operations teams to ensure the platform runs reliably, securely, and in alignment with defined customer journeys.
Key Responsibilities
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Configure and manage AI platform components, including conversational flows, routing logic, and automation features.
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Maintain integrations with core systems such as telephony, CRM, ticketing tools, knowledge bases, and analytics platforms.
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Monitor system health, performance metrics, and error rates, proactively addressing issues.
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Support testing and optimization initiatives (e.g., configuration experiments and flow improvements).
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Manage user access, permissions, and compliance with security and data privacy standards.
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Perform routine platform maintenance, updates, and documentation.
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Coordinate with internal teams and vendors to resolve incidents and implement enhancements.
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Ensure audit readiness through clear documentation and change tracking.
Requirements
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Experience administering SaaS or customer service technologies (e.g., IVR, chatbots, CRM systems, automation tools).
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Strong configuration skills and familiarity with APIs, webhooks, and data formats such as JSON.
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Understanding of customer service operations or conversational AI concepts.
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Knowledge of access control and data protection best practices.
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Analytical mindset with the ability to interpret performance dashboards and logs.
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Structured approach to testing, documentation, and change management.
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Strong cross-functional collaboration skills.
Success Indicators
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Stable and reliable platform performance with minimal incidents.
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Accurate and timely implementation of requested changes.
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Ongoing improvements in automation effectiveness and customer experience metrics.
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Compliance with security and privacy standards.
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Positive feedback from internal stakeholders.
Benefits
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Language learning support
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Access to online learning platforms
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Private medical coverage (including family options)
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Life insurance
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Sports membership program
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Team-building and volunteer initiatives
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Employee referral program