AI & Data Specialist at Mukuru

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