Process Engineer AI & Automation

About

In this role you're the wizard behind the curtain, crafting AI-powered magic that supercharges client journeys in conversational banking, contact centres, and back-office ops. In this high-impact role, you'll dive into the heart of fintech innovation, turning messy processes into sleek, automated powerhouses that delight customers and slash inefficiencies—all while keeping everything compliant and cutting-edge.

CORE RESPONSIBILITIES

• You'll map out end-to-end client journeys across WhatsApp chats, voice calls, digital channels, and self-service setups, spotting those sneaky friction points and failure modes.
• Design AI-boosted journeys that actually fix real-world client headaches and boost outcomes
• Whip up detailed business specs and solution designs that are ready to roll, acting as the ultimate design boss for AI and automation projects
• Architect clever agentic AI setups with multi-step reasoning, smart prompts, tool-use patterns, orchestration logic, and foolproof escalations
• Specify workflows that glue together core banking systems, CRM platforms, and third-party services, plus hunt down RPA goldmines in back-office tasks
• Oversee delivery like a pro—review outputs, coordinate teams and partners, and flag risks before they bite
• Build performance frameworks tracking containment rates, resolution times, cost-to-serve, CSAT, NPS, and first-contact wins, with dashboards and feedback loops baked in
• Drive endless tweaks via root-cause digs, iterative redesigns, and sharp A/B testing
• Champion compliance with FSCA rules, POPIA, and TCF principles, weaving in ethical AI controls, audit trails, and risk smarts
• Team up with product, ops, compliance, and tech crews, turning data into leadership gold
• Stay ahead of AI trends, push pragmatic applications, and shape the bigger AI playbook

REQUIREMENTS

• Bring a degree in Industrial Engineering (BEng), Commerce (BCom), or something similar—bonus points for an MBA or postgrad qualification
• 5–8 years in process engineering, customer experience design, or digital transformation
• At least 2–3 years hands-on with AI-driven solutions and automation/RPA rollouts
• Solid track record in banking, fintech, retail, or regulated setups, plus CRM/service platforms, low-code tools, integrations, and solution specs
• Exposure to contact centre ops (voice, digital, self-service)
• Fluent in English and Afrikaans
• Sharp skills in process engineering, systems thinking, LLMs, prompt design, workflow automation (APIs, RPA, low-code), data analysis, and regulatory know-how
• Client-centric vibe, outcome obsession, AI curiosity, integrity, healthy scepticism, collaborative independence, and resilience
• Key performance hinges on killer AI solutions, soaring client metrics, cost cuts, flawless delivery, speedy implementations, rock-solid compliance, measurable wins, and iterative triumphs.
• Ready to engineer the future of smart, client-loving fintech processes?

Offer

Monthly Salary: Market related