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.
- 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.
- 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.
- 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.
- 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.