Senior Automation

vor 2 Wochen

Berlin, Deutschland Pair Finance GmbH Vollzeit

**Are you ready to change the market?**:
PAIR Finance is reshaping the debt collection industry since 2016 - innovative, digital, and customer-focused. Our debt collection process is focused on this vision and our mission to collect efficiently without jeopardizing the customer relationship. Especially in the amicable collection phase, our innovative approach using AI allows us to make a real difference and act in a more service-oriented way.

We’re looking for a Senior Process Automation & Conversational AI Manager (M/F/d) to help us create the customer service of the future through automation and conversational AI. You’ll work at the intersection of technology and customer orientation, taking responsibility for developing intelligent automation solutions that ensure smooth and efficient customer interactions.

Does that sound like an interesting role for you that matches your previous work experience? Then join an international team and bring your expertise into a growing fintech world—through innovative projects that are transforming the industry

**What you can do with us**:
**Workflow Optimization and Troubleshooting**:
You’ll configure and optimize call flows in AWS Connect to ensure efficient routing of incoming calls, improve operational quality (e.g., metrics like Average Handling Time and Abandoned Ratio), and reduce customer service costs. You’ll analyze and resolve issues in the relevant tools and work closely with the AI workflow team to further optimize processes.

**Automation of Customer Support Processes**:
You’ll integrate new technologies, such as chat-, voice-, and WhatsApp bots, into our existing customer service infrastructure (e.g., Zendesk and AWS Connect) to automate incoming customer inquiries by phone and in writing.

**Building and Integrating Conversational AI Solutions**:
You’ll keep up with trends and technologies in Conversational AI, AI agents, AI bots, and Natural Language Processing (NLP) and implement them in our processes.
Data-Driven Process Analysis and Optimization:
Through analysis of large datasets and creation of relevant dashboards (e.g., in Grafana or CloudWatch), you’ll identify opportunities for process improvement and initiate actions to continuously increase service efficiency.

**Supplier Management and Optimization**:
You’ll be responsible for managing and continuously optimizing our CRM tools and systems to ensure seamless workflows and optimal data integration.

**What you should bring for it**:
**Professional Experience & Expertise**:
5+ years of relevant experience in a process
- or IT-oriented field (e.g., process management, product management, or IT development), a degree in Computer Science, Business Informatics, Economics, or a comparable field.

**Experience with Cloud Technology**:
Solid knowledge of AWS Connect, AWS Lex, AWS CloudWatch, and CRM tools like Zendesk, and experience working with AWS infrastructure.

**Data Analysis & Reporting**:
Proficient in analyzing large datasets, setting up and maintaining dashboards and reports—for instance, via Grafana, CloudWatch, or Power BI, solid knowledge of Python and SQL and a strong grasp of fundamental programming concepts.

**Process Modeling and Documentation**:
Ability to document and model processes, e.g., using BPMN or other structured notation methods, to create clear and traceable workflows.

**Language Skills**:
Mandatory business fluency in English, German skills are a plus.

**"nice-to-have" Qualifications**:

- Expertise in Machine Learning and Data Science
- Basics in User Experience (UX) Design for Conversational Interfaces
- Experience with Generative AI (GenAI)
- Basic Knowledge of Compliance and Data Protection

Transparency, Execution, Ownership, Customer Centricity, Innovation, and Integrity are important to us, and we at PAIR Finance embody these values. Do you find yourself in these values? Then become part of our team and complement us with your individual motivation and character

**Our offer for you**:

- Thriving, financially stable company
- Strong experienced international team to support and mentor you along the way, smooth onboarding process
- International team of 30+ nationalities with professionals and experts
- Flat hierarchy, transparent and appreciative feedback culture, monthly all hands meetings, annual feedback and evaluation cycle, regular 1-on-1s with your lead
- Well-structured onboarding process as well as supportive and welcoming colleagues
- Personal learning & development budget as well as German and English language courses
- Good salary for your strong performance
- Unlimited employment contract, flexible working hours and 28 vacation days for your work-life balance
- Company pension plan, partly covered Deutschlandticket (public transport) and access to “Corporate Benefits” voucher platform to ensure your full well-being
- Fun company summer and Christmas parties as well as regular team events
- This role is based in **Berlin**

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