AI Automation Engineer

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

This role will play a critical part in implementing Voice AI, Chatbots, Agent Assist tools, and workflow automation, integrating across multiple client platforms without disrupting existing technology stacks.

Outcomes

Organisational Stakeholders
1. Systems, applications software and IT infrastructure support provided
IT systems and applications software available and optimised Systems and applications managed, maintained and tailored to the needs of the organisation Reports created to meet the organisation's requirements Install and implement new software and/or hardware  Assess the effectiveness of changes to IT and software Risk management plan implemented and and monitored, including backup of all IT systems IT infrastructure managed to ensure services are available and adequate for the needs of the organisation User manuals developed and training / updates available to staff provide help desk and troubleshooting services when required Financial and other systems-based processes and reports developed as required.
2. Teamwork and cooperation
Cooperation within the team and greater function / department Cooperation across functions / departments Work collaboratively to achieve the set targets and goals
Product's Stakeholders
1. Positive user experience [IT focus]
Understand and deliver the desired user experience outcome Systems and hardware easy to use and fit for purpose Documentation provided to meed business and personal user needs as well as compliance requirements  Manage the help desk to ensure problems and requests are handled to achieve the desired customer experience outcomes and in accordance with service level agreements

Responsibilities - Critical Competencies

Competence	Description
Professional
Technology Application	Apply technology.
Compliance	Comply with relevant laws and the policies and procedures of the organisation.
Technical Strength	Demonstrate knowledge of a specialist discipline.
People
Problem Solving	Develop practical solutions to a situation.
Innovation	Use original and creative thinking to make improvements and/or develop and initiate new approaches.
Customer
Relationship Building	Build beneficial relationships with suppliers and stakeholders.
Business
Change Management	Implement and manage changing situations resulting from a change in strategic/business.
Systems and Procedures	Develop and/or apply procedures to assist the organisation achieve its goals.

Work Knowledge and Experience

Requirements

Language Proficiency
Fluency in both written and spoken English

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Innovative	Devises new and creative ways to do things comes up with original ideas.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Interpersonal Styles
Perceptive	Shows keen insight and understanding of issues or situations.
Self-sufficient and assured	Readily copes with situations without recourse/need of others, showing confidence and belief in oneself and one's own abilities.
Team Oriented	Enjoys being with others as part of a group or team.

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