AI & Data Specialist at Mukuru

• At Mukuru, we’re redefining customer support through data, automation, and intelligent systems. We don’t just respond to customer needs — we anticipate them.
• 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.

What You’ll Be Responsible For

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.

What You Bring

• 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.

Core Competencies

• Advanced Analytical Thinking
• AI & Machine Learning Awareness
• Data Visualisation & Reporting
• Problem-Solving & Root Cause Analysis
• Stakeholder Collaboration
• Process Optimisation
• Planning & Organising
• Adaptability & Innovation