AI Specialist – WhatsApp Customer Service Automation

Role Overview:
We are looking for an experienced AI Specialist to design, develop, and implement an intelligent, automated customer service system for our WhatsApp channel. You will work closely with our team to understand our customer interaction patterns, FAQs, and brand voice, and then create an automation that can handle inquiries quickly and accurately—while allowing smooth handover to human agents when needed.

Key Responsibilities:
1. Analyze our current WhatsApp customer service workflow.
2. Design and implement an AI-powered automation system to handle frequently asked questions, product inquiries, and order updates.
3. Integrate the AI system with our WhatsApp Business API or other approved solutions.
4. Ensure smooth escalation to human agents for complex queries.
5. Train and fine-tune the AI model to align with our tone, product knowledge, and policies.
6. Provide team training and documentation for ongoing use and maintenance.

Requirements:
1. Proven experience in building AI-powered chatbots or automation for customer service.
2. Strong knowledge of WhatsApp Business API integration.
3. Proficiency with AI platforms such as Dialogflow, GPT-based solutions, Twilio, or similar.
4. Ability to design conversation flows and escalation paths.
5. Good understanding of NLP (Natural Language Processing) and intent recognition.
6. Strong problem-solving skills and attention to detail.
7. Ability to work independently and deliver on deadlines.

Nice to Have:
1. Experience in e-commerce or retail customer service automation.
2. Knowledge of multi-language AI response systems.

What We Offer:
- Flexible work arrangement.
- Opportunity to work with a fast-growing business.
- Project-based or long-term collaboration (depending on performance).