AI & Data Specialist

About the role

Mukuru is transforming customer support with data, automation, and intelligent systems. The AI & Data Specialist will sit at the core of the Customer Support function, driving AI‑powered solutions, optimizing chatbot performance, building robust data pipelines, and delivering insights that improve the customer experience.

Key responsibilities

• Implement, configure, and optimise AI services and chatbot platforms, applying machine‑learning concepts to improve automation.
• Analyse large customer‑service datasets to identify trends, patterns, and behavioural insights.
• Build dashboards and reports using Microsoft BI tools (SQL, SSIS, SSRS, SSAS, Power BI) and present findings to non‑technical stakeholders.
• Develop and maintain data pipelines, enforce data‑governance best practices, and ensure data security and regulatory compliance.
• Partner with Customer Support, BI, CX, and leadership teams to gather requirements, translate them into technical solutions, and support projects through testing and deployment.

Required profile

• 2–3 years of experience in an omni‑channel customer support environment.
• Hands‑on experience managing AI chatbots and automation tools.
• Strong proficiency with the Microsoft BI stack and advanced Excel.
• Familiarity with AI, machine‑learning concepts, and contact‑centre analytics.
• Excellent analytical thinking and communication skills.

Required skills

• SQL
• SSIS
• SSRS
• SSAS
• Power BI
• Advanced Excel
• AI chatbot platforms
• Machine‑learning concepts