Key skills
SQLTableauAIGenAIBIPower BIJiraConfluenceProject ManagementCommunicationTime Management
About this role
Role Overview
- Support end-to-end delivery across the GenAI lifecycle (ideation, discovery, build, testing, rollout and optimisation) for Virtual Agent and Agent Assist initiatives
- Collaborate cross-functionally with CX operations, product, design, engineering, data/AI, QA, knowledge/content and business teams
- Translate business priorities into actionable requirements by documenting use cases, customer/agent journeys, functional needs, and acceptance criteria
- Improve Virtual Agent experiences by helping refine conversation flows, prompts, fallbacks, escalation/handovers and routing
- Enhance Agent Assist by helping validate and improve GenAI outputs
- Analyse customer and agent signals to identify pain points and automation opportunities
- Support training data and knowledge quality by curating/tagging utterances, intents, entities and content
- Execute QA and release readiness activities including test planning, regression testing, UAT support, and defect logging
- Track and communicate performance insights by monitoring KPIs and sharing weekly recommendations
- Maintain documentation and operational artefacts
- Support responsible AI and governance by following data privacy, security and compliance requirements
Requirements
- Open to undergraduate students and recent graduates seeking industry experience
- Basic understanding of GenAI, chatbots/voicebots, or digital customer journeys
- Comfortable with data tools (Excel/Google Sheets; SQL/Power BI/Tableau is a plus)
- Experience with documentation/ticketing tools (e.g., Confluence, Jira) or structured testing/QA practices
Tech Stack
- SQL
- Tableau
Benefits
- Strong problem-solving and analytical skills
- Good project management and organisational abilities
- Effective written and verbal communication skills
- Strong time management with the ability to manage multiple priorities
- Proactive, curious and eager to learn