AI Operations and Automation Specialist

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• Keep the live AI agent performing at its best across call centre, chat, and voice. Fix what's broken, improve what's working, protect the customer experience.

• Get into the weeds of operational processes, find what's inefficient or manual, and fix it using AI and automation. Use whatever tools fit, Claude, Clawdbot, low-code platforms, or whatever else gets the job done.

• This isn't a governance role or a strategy role. It's a doing role. You'll be expected to spot opportunities, design solutions, get them built, and show the numbers.

• If you're someone who gets frustrated watching inefficient processes run unchanged and wants to actually fix them, this is for you.

• The AI agent is live. Customers interact with it every day. Your job is to make sure it's good and keep making it better.

• Review AI-handled conversations across chat and voice for accuracy, tone, and policy alignment.

• Track NPS and CX metrics for AI journeys; dig into the causes when things go wrong.

• Refine prompts and conversational logic to improve outcomes.

• Set and manage escalation thresholds so the right things get to a human at the right time.

• Hold AI-handled interactions to the same bar as the best human-handled ones.

• This is the bigger part of the job. You'll be deep in operational processes, understanding how work actually gets done, finding where it's slow or manual, and building AI-driven fixes that stick.

• Get into the detail of day-to-day operational processes across CX, back-office, and partner ops.

• Break down manual, rules-based work into logic that AI or automation can handle.

• Choose the right tool for each process, Claude, Clawdbot, low-code platforms, or anything else that works.

• Build and ship solutions yourself where possible; pull in Product and Engineering when the process requires it.

• Own what you deploy, test it, monitor it, fix it when it breaks.

• Measure the before and after time saved, errors removed, volume handled.

• You'll be expected to go looking for problems, not wait for them to be handed to you.

• Map workflows to find manual, repetitive, or broken processes.

• Prototype solutions fast using the tools available.

• Put numbers on the effort you're removing, FTE hours, ticket volume, error rates.

• Move quickly and safely, deploy improvements without creating new risk downstream.

You build things, you measure them. You also use AI to make reporting faster and more useful for the people running the business.

• Own the metrics: automation rate, AI adoption, escalation trends, task accuracy, ROI

• Build reports that give leaders clear, actionable insight, not just data

• Use AI to speed up reporting for everyone, from senior leadership to shift supervisors

• Put numbers on what you're planning to fix before you build it; report actuals once it's live

• Moving fast doesn't mean cutting corners. You'll make sure AI changes are well-controlled and well-documented.

• Identify risks in AI-driven decisions before they become problems

• Keep guardrails, escalation controls, and fallback logic current and working

• Make sure business rule changes are reflected accurately in AI behaviour

• Document what exists - Logic, dependencies, workflow maps, etc so nothing is a black box

• You don't need to code. But you need to understand how pieces connect.

• Know how the AI layer interacts with CRM, booking, ticketing, payments, and internal tools.

• Be able to trace a problem from input to outcome, and know where in the chain it broke.

• Flag misalignments when product or operational changes affect AI behaviour.

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We are committed to building an inclusive and diverse workplace where every voice is heard, every perspective is valued, and every individual has the opportunity to thrive. We welcome applicants from all backgrounds to be part of our mission and contribute to our vibrant culture.