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AI Operations Specialist
Full-time
The client is a leading global digital payments and financial technology organization focused on innovative digital solutions and exceptional customer experiences. They're seeking an AI Operations Specialist to analyze and optimize AI-powered customer service.
AI Performance Analysis & Optimization
Review, analyze, and tag AI-customer interactions to identify trends, performance gaps, and improvement opportunities.
Conduct root cause analysis on AI conversation failures and recommend solutions to improve chatbot accuracy, logic, and knowledge management.
Evaluate AI model performance, capabilities, and limitations across customer scenarios.
Perform customer-centric testing by simulating real-world and edge-case scenarios.
AI Solutioning & Project Implementation
Support end-to-end AI implementation and process improvement projects.
Develop Business Requirement Documents, SOPs, and workflow documentation.
Conduct User Acceptance Testing and coordinate with stakeholders for deployment and adoption.
Requirements
Bachelor's Degree in Business, Computer Science, IT, Finance, Engineering, or related field.
Minimum 3 years in customer service operations, customer experience, business operations, AI projects, or process improvement.
Strong understanding of AI concepts including LLMs, prompt engineering, tokens, AI skills, MCP, and conversational AI frameworks.
Hands-on experience designing, optimizing, or supporting AI agents, chatbots, or automation workflows.
Experience gathering requirements, developing BRDs and SOPs, and supporting UAT.
Excellent communication skills in English and strong cross-functional collaboration.
