AI Systems & Automation Specialist

المغرب

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.
Department Focus:
The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.
Your Impact:
As an AI Systems & Automation Specialist, your work will directly shape and elevate our customer experience. You will be the architect behind our automated support systems, using Intercom's Fin chatbot and key internal system integrations (like HubSpot and Planhat) to provide faster, smarter support to our customers. By streamlining complex workflows, this role directly supports Deliverect's broader strategy of delivering high-quality, AI-driven customer experiences that are as effective as human support. You will not only boost the efficiency and scalability of our CX team but also ensure our customers receive seamless, world-class service at every touchpoint.
*This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our office and 2 days from the comfort of your home.

What you will do:

Design, Build, and Manage Integrations: Architect, develop, and manage robust, secure system integrations between our AI chatbot (Intercom Fin) and other core internal tools (e.g., CRM, billing, support systems) using APIs, webhooks, and low-code/no-code platforms (like Zapier or N8N).
Drive Automation Projects: Investigate, prioritize, and implement new automation projects to expand the chatbot’s functionality, enabling it to perform more tasks, resolve more customer issues autonomously, and significantly reduce manual support effort.
Monitor and Optimize Systems: Monitor, maintain, and continuously optimize existing automated systems and integrations to ensure high performance, reliability, and scalability as the business evolves, focusing on maximizing uptime and data integrity.
Troubleshoot Complex Issues: Independently troubleshoot and swiftly resolve issues related to chatbot automations, API connections, and data flows, focusing on stable and secure performance.
Collaborate Cross-Functionally: Partner closely with the AI Team (to define needs), Engineering (to align on API support), and Operations/Support (to identify high-impact workflows) to define project scope and deliver measurable value.
Document and Standardize: Create and maintain comprehensive documentation for all new and existing automations, workflows, and integration frameworks to ensure clarity, business continuity, and internal knowledge sharing.
Innovate and Strategize: Stay current on emerging AI and automation technologies to proactively identify opportunities to improve system efficiency, user experience, and measurable performance metrics like Chatbot Resolution Rate.
Implement Performance Tracking: Help implement monitoring systems or dashboards to track automation performance, uptime, and the direct impact on key customer experience metrics.

What you will Bring:

3+ years of experience in a technical role such as Systems Analysis, Business Process Automation, or Systems Engineering, with a proven track record of successfully implementing and maintaining scalable automation solutions.
Technical Proficiency: Strong hands-on proficiency with APIs, webhooks, and building integrations between disparate systems, along with experience using automation/iPaaS platforms (e.g., Zapier, N8N).
Data and Scripting Skills: Proficiency with SQL and demonstrable experience with a scripting language like Python for creating custom automation logic, data manipulation, and testing.
Problem-Solving Mindset: A self-starter and highly autonomous problem-solver, comfortable with ambiguity, who can efficiently deconstruct complex business problems and design innovative, reliable technical solutions.
Collaboration: Excellent communication and interpersonal skills, with the ability to effectively translate technical concepts and align priorities across technical (AI, Engineering) and non-technical (Operations, Product) stakeholders.
Automation Experience: Experience with chatbot platforms, particularly Intercom and its Fin chatbot, or similar CRM/ticketing systems (e.g., HubSpot, Planhat, Zendesk) is a significant plus.
Education: A Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related technical field, or equivalent practical work experience.

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تاريخ النشر: اليوم

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