Process Automation Specialist ( Conversational Design / AI)

Cape Town – Western Cape ~ Johannesburg – Gauteng ~ Durban – KwaZulu Natal ~ Remote

An internationally renowned provider of advanced AI Solutions is currently looking for a proficient Process Automation and Conversational Design Specialist to become part of their team. This position plays a crucial role in connecting business needs with technical implementation, ensuring the seamless integration and expansion of their Voice AI solutions in the financial services sector.  The ideal candidate should possess a solid background in business analysis and automation, along with a comprehensive understanding of the financial services industry. A bachelor’s degree in industrial engineering or a related field is required, as well as a minimum of 3 years of experience as a business analyst in a bank or insurance company, specifically involved in ERP or other software implementation.
Process automation:
  • Work with clients to understand and document business processes.
  • Translate businesses processes into flows that can be replicated by virtual assistants.
  • Design digital conversation flows to automate business processes using the company’s technology.
  • Understand the points of integration required by the process flow to retrieve and return client data.
Project management:
  • Liaise with business and technical teams to gather requirements for integrating Voice AI solutions.
  • Translate business requirements into technical specifications to assist the technical team in integration.
Client success:
  • Monitor the performance and adoption of the Voice AI systems and recommend improvements.
  • Collaborate with stakeholders to ensure that the Voice AI solutions meet business objectives.
Training and documentation:
  • Create and maintain documentation, including requirements specifications, conversational flow designs, and user guides.
  • Provide training and support to staff and stakeholders on the Voice AI systems.
  • Stay informed on industry trends and advancements in Voice AI technology.
Product development:
  • Identify new features required by clients.
  • Design and build out requirements and specifications for new features.
  • Test new features.
  • Bachelor’s deegree and knowledge of the financial services industry.gree in Industrial Engineering, or a related field.
  • Minimum 3 years of experience as a business analyst in a bank or insurance company implementing ERP / other software.
It will be advantageous to have:
  • Experience in automation technology.
  • Experience in chatbots and conversational design.
  • Familiarity with conversational design principles
  • Contact center experience: Understanding of the business process and ability to document these in process flows.
  • Telephony IVR and systems such as Genesys, Amazon Connect, Asterisk, Avaya
  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration skills.
  • A strong sense of ownership and accountability.