Job Description

System Automation Specialist | Gibraltar | On-site

BVGroup brings over 80 years of expertise to every bet, delivering technology-driven betting and gaming experiences to a global audience.

BetVictor is our flagship B2C brand, complemented by multiple partner brands we manage and service such as Heart Bingo, talkSPORT BET to name but a few. Our SaaS platform is fully developed and ready to deploy, requiring minimal setup and no complex configuration.

Join us at BVGroup and make an impact in a fast-paced, global industry. Collaborate with passionate experts, tackle exciting challenges, and help define the next generation of online sports betting and gaming.

Purpose of the role:

As a System Automation Specialist, you will play a key role in transforming Customer Operations through automation, AI-driven solutions, and intelligent workflows. Working across multiple operational functions, you will be responsible for designing, implementing, and optimising scalable automation and AI solutions that reduce manual effort, improve operational efficiency, and enhance both customer and employee experiences.

Working closely with Customer Operations, Product, Technology, Compliance, and other business stakeholders, you will ensure automation initiatives are delivered effectively, compliantly, and with measurable business impact.

Key Responsibilities:

• Identifying and assessing automation and AI opportunities across Customer Operations, focusing on improving efficiency, scalability, customer experience, and operational performance.
• Designing, implementing, and supporting automation and AI solutions across the full lifecycle, from requirements gathering and solution design through testing, deployment, and ongoing optimisation.
• Developing and maintaining AI-powered customer support solutions, including chatbots, AI agents, automated responses, intelligent workflows, and system routing capabilities.
• Monitoring, evaluating, and reporting on automation and AI performance using key metrics such as adoption, automation rates, accuracy, operational impact, and efficiency gains.
• Working closely with Customer Operations, Product, Technology, Compliance, and other stakeholders to define requirements and successfully deliver automation and workflow improvements.
• Ensuring all automation and AI solutions comply with GDPR, information security standards, AI governance requirements, and internal controls.
• Establishing appropriate quality controls, human oversight frameworks, and monitoring processes to ensure AI-driven solutions remain reliable, accurate, and effective.
• Documenting automation processes, workflows, configurations, controls, and best practices to support governance, knowledge sharing, scalability, and long-term sustainability.
• Identifying opportunities to improve existing processes, systems, and workflows through innovation, automation, and continuous improvement initiatives.

Skills & Experience:

• Previous experience in Customer Operations, Customer Support, Automation, Business Process Improvement, or Operations-related roles, with a strong understanding of customer journeys and operational processes.
• Experience implementing and optimising AI-powered customer support solutions, including chatbots, AI agents, conversational workflows, and prompt design.
• Experience working with automation and workflow platforms, with the ability to design, build, and maintain scalable solutions and integrations.
• Strong analytical and problem-solving skills, with experience using data, reporting, and performance metrics to identify opportunities and measure business impact.
• Experience managing projects and change initiatives, including stakeholder engagement, training, adoption, and continuous process improvement.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across multiple business functions.
• Good understanding of APIs, system integrations, GDPR, data governance, information security, and customer operations technologies.
• Strong organisational skills with the ability to prioritise tasks, manage multiple initiatives, and deliver high-quality outcomes.
• Excellent attention to detail and ability to produce clear process documentation, operational standards, and system documentation.
• Fluent in English with strong written and verbal communication skills.
• Professional proficiency in Mandarin, both written and spoken, would be advantageous. .

Working Hours:

• This role is based on a 40-hour working week in line with business requirements.
• Participation in a rotational schedule, including weekend coverage, will be required to support operational needs.

How we hire:

Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.

In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.

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