AI & Data Specialist

At Mukuru, we’re redefining customer support through data, automation, and intelligent systems. We don’t just respond to customer needs we anticipate them.

We’re looking for an AI Data Specialist who is passionate about turning data into impact. This role sits at the heart of Customer Support, driving AI-powered solutions, optimising chatbot performance, building robust data pipelines, and delivering actionable insights that elevate customer experience.

If you thrive on analytics, automation, and continuous improvement this is your opportunity to shape the future of AI-driven customer engagement.

• Implement, configure, and optimise 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.

• 2–3 years’ 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.

• Advanced Analytical Thinking
• AI & Machine Learning Awareness
• Data Visualisation & Reporting
• Problem-Solving & Root Cause Analysis
• Stakeholder Collaboration
• Process Optimisation
• Planning & Organising
• Adaptability & Innovation

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS