AI Technical Specialist

 

The Opportunity

We are looking for a passionate and curious internal candidate to step into the newly created role of AI Technical Specialist within our AI APG. This is an ideal role for someone with experience in business operations, a deep understanding of internal tools such as Zendesk, Salesforce or Dynamics and their AI related tools/features such as Ultimate.ai, Copilot, Gong or Crayon, this along with a hunger to help shape the future of AI-enabled automation at ESW. The role will be hands-on configurating and building AI solutions but leveraging low-code and AI tools themselves to deliver against business outcomes.

This is more than a typical specialist role, you will be a key translator between our business SMEs, our AI engineers and data scientists. Your insights will help shape AI workflows, chatbot behaviour, integration points with internal APIs, and opportunities for AI across other domains such as vendor onboarding and logistics.

You’ll join a highly collaborative team at the forefront of AI innovation, working closely with Architects, Data & AI Engineers and Data Scientists to translate real-world operational processes into automated, AI-assisted experiences. Whilst building out AI-Assisted Products for our Retail clients.

Responsibilities

Business Process Analysis

• Deep-dive into current operational workflows, e.g. “Where Is My Order” and “Proof of Refund” cases
• Map out how agents resolve issues - including workarounds, tone, and human nuances - to guide automation design

AI Integration Support

• Partner with engineering to define integration points between tools like Ultimate.ai and internal APIs and other data sources
• Document API requirements and support the testing and validation of bot flows and AI-assisted responses

Conversational Design Input

• Collaborate with chatbot builders and product managers to design conversation flows that feel human, helpful, and brand-aligned
• Recommend escalation triggers, fallback logic, and personalised messaging paths per retailer

Cross-Use Case Contribution

• Bring learnings from customer service automation to other APG initiatives (e.g. onboarding, knowledge agents, vendor setup)
• Contribute to reusable patterns for agent design, escalation routing, and integration templates

AI Performance Insights

• Analyse usage data, bot performance metrics, and resolution outcomes to recommend improvements
• Help prioritise next automation areas based on ticket types, resolution complexity, and integration feasibility

Requirements

Operational Domain Knowledge for eCommerce:

• 2+ years working within an eCommerce or retail company in finance, customer services, marketing, general operations, or related roles with strong familiarity with automating and improving existing business processes, ideally through automation tools like UIPath or AI Tools like utlimate.ai

AI Enthusiasm:

• Demonstrated interest in AI and automation, e.g. involvement in Ultimate.ai bot configuration, Power Automate workflows, or personal experimentation with AI tools (ChatGPT, Copilot, etc.)

Analytical Thinking:

• Comfortable breaking down ambiguous problems and documenting clear requirements, user journeys, or process maps

Collaboration & Communication:

• Strong interpersonal skills to bridge technical and non-technical teams; ability to work effectively with engineers, product managers, and frontline support teams

Technical Comfort (Preferred, not required):

• Exposure to or interest in learning about APIs, JSON data structures, logic flows, and chatbot design tools

Why This Role?

• Opportunity to upskill in one of the fastest-growing domains in tech
• Work closely with our AI Engineers, Product, and Data Science teams
• Get access to mentorship, learning resources, and a chance to contribute to AI innovation across ESW
• Shape how ESW uses AI to make work better for humans - not just faster, but smarter and more empathetic

 

About ESW 

Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless eCommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities. 

Guided by our values - Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results. 

Why join us? 

• Direct hire with a product company: This isn’t consulting or outsourcing. Shape the future of our product with ownership, impact, and long-term vision. 

• Competitive salary and benefits: Your financial well-being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication, and commitment. 

• International environment: Work with people from over 30 different cultures.

• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW. 

• Hybrid working: Enjoy the best of both worlds with 2–3 days in our office, and 2–3 days working from the comfort of your home. 

• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged. 

 

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. 

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates. 

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