AI, Automation and RPA Specialist

ROLE PURPOSE

The AI & Automation Specialist (Intermediate) is responsible for supporting the development, implementation, and optimization of AI-driven and automation solutions within the Service Management function. This role focuses on improving operational efficiency, billing accuracy, and customer experience through the application of Robotic Process Automation (RPA), data-driven solutions, and emerging AI technologies.

The successful candidate will work closely with the Customer Fixed Billing team and broader Service Delivery stakeholders to assist in automation initiatives, reduce manual processes, and support scalable, reliable system improvements.

ROLE REQUIREMENT

AI, Automation and RPA Support

• Assist in the development, testing, and deployment of automation solutions using RPA tools (e.g., UiPath, Automation Anywhere).
• Support implementation of AI-enabled use cases such as chatbot enhancements, basic predictive models, and data-driven insights.
• Perform maintenance and monitoring of automation workflows to ensure stability and performance. Troubleshoot errors and support continuous optimisation of solutions.
• Assist with data preparation, validation, and integration for automation and AI initiatives.

Process & System Optimisation

• Identify opportunities for process improvement and automation within billing and operational workflows.
• Support implementation of automation controls that enhance data accuracy and reduce manual intervention.
• Participate in User Acceptance Testing (UAT) for system and automation changes.
• Work with IT and system teams to resolve operational and system-related issues.

Stakeholder Engagement

• Collaborate with internal stakeholders (Billing, Finance, Service Delivery) to support operational requirements.
• Assist in resolving queries related to billing and automation processes.
• Provide input into reporting and operational insights.
• Escalate complex issues to senior team members where necessary.

Governance & Continuous Improvement

• Maintain documentation for automation processes, controls, and standard operating procedures.
• Support compliance with internal audit and governance requirements.
• Monitor performance metrics related to automation effectiveness.
• Contribute to continuous improvement initiatives within the team.

Team Contribution

• Participate in knowledge sharing and team collaboration initiatives.
• Support a culture of accountability, accuracy, and continuous learning.
• Engage in skills development within AI, automation, and related technologies.

PROFESSIONAL COMPETENCIES

• Working knowledge of programming (Python, SQL preferred)
• Exposure to RPA tools (UiPath, Automation Anywhere, or similar)
• Basic understanding of AI/ML concepts and automation techniques
• Familiarity with data analysis and reporting tools
• Exposure to cloud platforms (Azure/AWS) advantageous
• Experience with billing or CRM systems (Oracle, SAP) advantageous

QUALIFICATIONS & EXPERIENCE

• Matric
• Bachelor’s degree in computer science, Information Technology, Engineering, or related field
• 2–4 years’ experience in automation, systems support, data analysis, or related roles
• Exposure to RPA and/or AI tools (academic, project, or professional experience)
• Experience in telecoms, managed services, or billing environments advantageous
• Relevant certifications in RPA or automation (e.g., UiPath) advantageous