AI, Automation & Business Analysis (SPX)

Shopee; Indonesia; On-site; IDR 8,000,000 - 18,000,000; Full time

Job summary

Shopee in Indonesia seeks a data-savvy professional to develop AI solutions and automate CS workflows. You will translate business needs into scalable tools, analyze CS data for insights, and drive efficiency across contact channels.

The role emphasizes collaboration with stakeholders, hands-on coding, and a proactive, detail-oriented mindset to improve CS productivity and customer experience.

Qualifications

• Bachelor's degree or higher in a relevant field.
• Hands-on coding experience from internships, projects, or job roles.
• Strong analytical and problem-solving abilities; proficient with GSheet/Excel.
• Interest or experience in AI, automation, and process improvement.

Responsibilities

• AI & Automation Development: design and maintain AI tools and automation to streamline CS workflows.
• Data Analysis & Business Insights: analyze CS data to identify trends and recommendations.
• Process Improvement & Automation Opportunities: review workflows with CS Ops; identify AI opportunities.
• Continuous Improvement & Innovation: explore new AI capabilities to drive efficiency and decisions.

Skills

Analytical skills

Problem-solving

Communication

Stakeholder collaboration

Independent work

Education

Bachelor's degree in Computer Science, Business Analytics, Information Systems, or related field

Tools

SQL

Job description

Job Description:

Responsible for developing AI solutions, conducting business and data analysis, and identifying opportunities to improve CS operational efficiency. This role focuses on translating business needs and data insights into scalable solutions that improve productivity and customer experience.

Key Responsibilities:

• AI & Automation Development: Design, develop, test, and maintain AI-powered tools, scripts, and automation solutions to streamline CS workflows, reduce repetitive tasks, improve agent productivity and evaluating solution effectiveness
• Data Analysis & Business Insights: From the tools, analyze CS operational data and performance metrics to identify trends, root causes, process gaps, and improvement opportunities. Translate findings into actionable recommendations to improve productivity, contact rate, E2E resolution, and CSAT.
• Process Improvement & Automation Opportunities: Collaborate with the SOP team and CS Ops to review existing workflows, identify inefficiencies, and assess opportunities for process redesign, AI adoption, and automation.
• Continuous Improvement & Innovation: Explore emerging AI capabilities, analytical approaches, and automation tools to identify opportunities for further efficiency gains and support data-driven operational decisions.

Requirements:

• Bachelor's degree in Computer Science, Business Analytics, Information Systems, or a related field
• Hands-on coding experience through internships, academic projects, or professional work
• Strong analytical and problem-solving skills proficiency in GSheet/Excel, with SQL experience being an advantage
• Interest or experience in AI, automation, business analysis, and process improvement
• Strong communication and stakeholder collaboration skills
• Proactive, detail-oriented, and able to work independently