AI & Data Specialist

Responsibilities

• Implement, configure, and optimise AI services and chatbot platforms
• Apply machine learning concepts to improve automation and service efficiency
• Analyse large and complex customer service datasets to identify trends and patterns
• Use predictive analytics to forecast support demand
• Build dashboards and reports using Microsoft BI tools (SQL, SSIS, SSRS, SSAS, Power BI)
• Develop and maintain data pipelines ensuring integrity and reliability
• Partner with Customer Support, BI, CX, and leadership teams to translate requirements into technical solutions

Requirements

• 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 and ability to interpret complex datasets
• Excellent communication skills for explaining technical insights

About the Company

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