CX AI Administrator

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.

• Experience administering SaaS or customer service technologies (e.g., IVR, chatbots, CRM systems, automation tools).
• Strong configuration skills and familiarity with APIs, webhooks, and data formats such as JSON.
• Understanding of customer service operations or conversational AI concepts.
• Knowledge of access control and data protection best practices.
• Analytical mindset with the ability to interpret performance dashboards and logs.
• Structured approach to testing, documentation, and change management.
• Strong cross-functional collaboration skills.

• Configure and manage AI platform components, including conversational flows, routing logic, and automation features.
• Maintain integrations with core systems such as telephony, CRM, ticketing tools, knowledge bases, and analytics platforms.
• Monitor system health, performance metrics, and error rates, proactively addressing issues.
• Support testing and optimization initiatives (e.g., configuration experiments and flow improvements).
• Manage user access, permissions, and compliance with security and data privacy standards.
• Perform routine platform maintenance, updates, and documentation.
• Coordinate with internal teams and vendors to resolve incidents and implement enhancements.
• Ensure audit readiness through clear documentation and change tracking.