ChatBot Developer at MiWay Insurance Limited

What will you do?

• At Miway, our purpose is to enable people to live their way. We understand that life is not just about "things" - but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans... by you.
• This is why we focus on our clients’ needs; finding new ways to simplify their lives and how they do things. We give them products, services and solutions that enable them to live and enjoy life on their own terms – in their own way.
• Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.
• We are seeking a talented and passionate Chatbot Developer to join our Business Process Innovation team. This critical role involves planning, developing, and optimizing sophisticated chatbot conversational journeys to automate customer communication and self-service.
• Working collaboratively within a highly skilled, cross-functional team, specifically utilizing industry-leading platforms such as Genesys Cloud, CoPilot and Infobip. Your contributions will drive sustainable, intuitive, and functional chatbot solutions that directly enhance customer experience. 
• This role requires active participation in solution reviews, dedicated support for production applications to maintain stability, and a strong problem-solving approach to address a wide range of technical issues collaboratively.

What will make you successful in this role?

Minimum Qualification Required

• Matric
• Relevant IT degree/3 year diploma (preferably BSc)
• Genesys Cloud AI Digital Bots and Infobip Answers related certifications will be highly advantageous

Minimum Experience

• Any experience working on a chatbot development platform an advantage
• Any development experience using JavaScript, JSON and Rest APIs an advantage 
• Working knowledge of SQL and Conversational UI/UX

Competencies Required

• Good understanding/experience with AI powered chatbots using ML,LLM and NLP technology
• Strong analytical and programming Logic
• Sound understanding of chatbot architecture
• Excellent communication skills
• A self-driven learning mindset, research and advocate for new Conversational AI technologies and features within the Infobip and Genesys Cloud ecosystems 
• Meticulous attention to detail.
• Familiar with software development lifecycle
• Solution-driven with the ability to adapt to change
• Proficiency in using Postman or similar tools for API testing and troubleshooting.
• Readiness to live the Miway values, namely: Accountability, Attitude, Energy, Freedom & Professionalism
• An innovative thinker with a customer centric mindset and the ability to build relationships.
• Deliverables include, but will not be limited to
• Leverage chat and chatbots technology to enhance operational efficiency and align to Miway strategic objectives
• Drive the execution of the Chatbot technology roadmap across various digital channels (WhatsApp, Web, App, Social Media), ensuring timely delivery of new features and enhancements.
• Collaborate with business teams to plan, analyse, design & develop innovative chatbot flows
• Maintain and optimize chatbot platform to meet changing needs
• Integrate chatbot solutions with multiple internal/external platforms
• End to end testing of Chabot Journeys
• Identify and Fix bugs/issues on Chatbot flows
• Pro-actively monitor performance and identify opportunities for enhancements
• Analyze and interpret chatbot conversations, patterns and flows
• Enhance end user experience of chatbot journeys
• Apply best practices in conversational design to ensure that chatbot interactions feel natural, helpful, and aligned with the Miway brand.
• Standby and Production Support
• Given the 24/7 nature of digital customer service and the critical role the chatbot plays in Miway’s client engagement strategy, the ChatBot Administrator/Developer holds a high degree of responsibility for system availability. This section outlines the mandatory operational support requirements necessary to maintain business continuity and platform integrity. 
• On-Call Rotation and Availability
• This role requires active participation in a formalized, rotating on-call schedule. The appointee will need to be available to provide technical assistance and emergency support for escalations outside of standard business hours, including evenings, weekends, and public holidays, as per the rotation schedule. 
• Scheduled Standby: Adherence to the departmental standby roster, ensuring a state of readiness to respond to incidents within defined Service Level Agreements (SLAs).
• Remote Support: Ability to provide remote technical support via secure VPN to troubleshoot and resolve issues from off-site locations.
• Communication: Maintaining clear communication within the IT group and relevant stakeholders during active incidents.

Deadline to apply: 16 March 2026.