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CX Operations Improvement Specialist
Nairobi
• Kenya
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Finance & FinTech
Description
Required Experience:
Hands-on experience building automations — scripting, workflow tools, or AI-assisted development
Hands-on experience building agents using agentic frameworks — LangChain, MCP, Google ADK or similar
Background in enterprise tooling — rapid prototyping tools (Vercel/Railway), identity automation (Entra), or internal platforms
People leadership experience — you've led or mentored engineers and can own a team's delivery and development
Responsibilities
Lead two AI Ops Engineers — own their delivery, development, and day-to-day work
Prioritise efficiently — manage competing requests from multiple teams by applying a clear prioritisation framework you'll help develop and improve
Build and ship automations and agents that measurably improve how internal teams and customer-facing staff work
Keep the AI tooling stack healthy as usage scales across 2,500+ employees
Stay current on emerging AI tools and technologies - know what's hype and what's actually useful
Help refine AI training for the wider organisation, including Engineering teams
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