Remote AI Data Specialist: Power AI & Analytics for Support

ATS Client; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Mukuru is seeking an AI Data Specialist to turn data into impact within Customer Support. You'll drive AI-powered solutions, optimize chatbot performance, build robust data pipelines, and deliver insights that elevate customer experience.

In this role you will analyse large datasets, develop dashboards with Microsoft BI tools, and collaborate with cross-functional teams to translate business needs into technical solutions, while upholding data governance and security practices.

Qualifications

• 2-3 years of experience in an omni-customer support environment.
• Experience managing AI chatbots and automation tools.
• Strong proficiency in Microsoft BI stack and advanced Excel.
• Experience in AI, machine learning concepts, and contact centre analytics.
• Strong analytical thinking with the ability to interpret complex datasets.
• Excellent communication skills to explain technical insights clearly.

Responsibilities

• Implement, configure, and optimize AI services and chatbot platforms.
• Enhance AI-driven customer engagement strategies.
• Apply machine learning concepts to improve automation and service efficiency.
• Continuously monitor and refine AI model performance.
• Analyse large and complex customer service datasets.
• Identify trends, patterns, and behavioural insights.
• Use predictive analytics to forecast support demand and customer needs.
• Translate data into actionable recommendations for leadership.
• Build dashboards and reports using Microsoft BI tools (SQL, SSIS, SSRS, SSAS, Power BI).
• Deliver daily, weekly, monthly, and ad hoc reporting.
• Present insights in clear, compelling visual formats for non-technical stakeholders.
• Develop and track Customer Support KPIs.
• Develop and maintain data pipelines ensuring integrity and reliability.
• Implement data governance best practices and compliance standards.
• Troubleshoot data discrepancies and maintain documentation.
• Safeguard data security and regulatory compliance.
• Partner with Customer Support, BI, CX, and leadership teams.
• Gather business requirements and translate them into technical solutions.
• Provide training and support on AI and data tools.
• Support projects across requirements, testing, and deployment phases.

Skills

AI chatbot management

Automation tools

Microsoft BI stack

Excel advanced

AI/ML concepts

Contact centre analytics

Analytical thinking

Communication skills

Tools

SQL

SSIS

SSRS

SSAS

Power BI

Job description

Mukuru is seeking an AI Data Specialist to turn data into impact within Customer Support. You'll drive AI-powered solutions, optimize chatbot performance, build robust data pipelines, and deliver insights that elevate customer experience.

In this role you will analyse large datasets, develop dashboards with Microsoft BI tools, and collaborate with cross-functional teams to translate business needs into technical solutions, while upholding data governance and security practices.