MY - AI Specialist

Role Overview

This is a technical, hands-on role reporting to the AI Lead. You will be responsible for building, maintaining, and scaling the AI and automation infrastructure within the Client Experience Department. The role involves managing standard SaaS platforms, architecting custom LLM solutions (RAG pipelines), and ensuring all technical implementations are supported by data-driven performance metrics and empirical proof.

Key Responsibilities

• System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., new ticketing instances, telephony entities, or CRM environments). You will be responsible for the initial configuration, data mapping, and integration.
• AI Development & RAG: Architect and deploy Retrieval-Augmented Generation (RAG) pipelines and custom LLM agents to enhance or replace standard SaaS AI features.
• Workflow Automation: Develop and maintain production-grade Python scripts to automate data flows and operational tasks across the department.
• Technical Stack Ownership: Act as the lead engineer for core CX tools (Ticketing, Telephony/VoIP, and CRM), ensuring seamless integration via APIs and webhooks.
• Data Validation: Extract and analyze system logs to provide empirical proof of ROI, accuracy, and system reliability.
• Tech