Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The AI and Automation Specialist is a hands-on role combining AI, automation and operational strategy. He plays a critical role in transforming business challenges into AI workflows. The goal will be to automate as much work as possible, redesigning how work gets done.
As an AI Automation and Integration Specialist, You Will…
• Build and deploy specialized AI-powered agents.
• Develop, test, and refine prompts to achieve high-quality AI output.
• Set up and review Insights.
• Set up RTGs.
• Dev testing of new product rollouts.
• Collaborate closely with the cross-functional teams (Data engineers, developers, business stakeholders, solutions, QA, and support team) to deliver the expected outcome.
• Implement and manage AI tools (LLM, AI agents, low-code platforms, software integration).
• Integrate automation solutions with existing platforms like CRMs, ERPs or communication tools for connected functionality.
• Troubleshoot issues in real time, ensuring minimal downtime and maximum system reliability.
• Identify and evaluate opportunities for product improvement.
• Identify opportunities to optimize processes, configs, or solutions.
• Inform AI Automation and Integration Support leaders on system performance or system issue-related activities.
• Identify bugs and develop solutions.
• Monitor the scheduled activities if initiatives are behind schedule and call out to stakeholders, highlighting critical issues to management, and escalate to other teams as needed.
• Provide clear and implementable configuration based on client requirements.
• Support through validation, testing, and live stages.
• Provide advanced configuration support.
• Knowledge of all changes in the functionalities and technologies to be used.
• Code review to ensure standards, including all items, before moving to Business Review (BR).
• Bring your ideas and try new things; your recommendations will guide future development.
• Be a key contributor to the success of the company and a variety of projects.
As an AI Automation and Integration Specialist, You Need…
• Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent professional experience will also be considered.
• At least 2 years of experience specifically in advanced AI configuration.
• Hands-on experience implementing AI and automation use cases in organizations.
• Prior experience in the Business Process Outsourcing (BPO) industry is highly preferred.
• Foundational knowledge of REGEX, HTML, and CSS.
• Advanced technical proficiency in RPA, AI/ML models, API integrations, and AI tools
• Deep understanding of Generative AI, Agentic AI, Large Language Models (LLMs), and advanced analytics
• Proficiency in project management tools, specifically Jira
• Ability to develop and maintain strategic technology roadmaps
• Expertise in advanced system configuration.
• Technical expertise and business management skills.
• Strong analytical and complex problem-solving capabilities.
• High level of accuracy and meticulous attention to detail.
• Exceptional verbal and written communication skills
• Adaptability to master diverse system functionalities and emerging technologies.
• Proven ability to prioritize tasks in a high-pressure environment
• Strong collaborative skills for cross-functional teamwork.
