AI SaaS Administrator

Description

As a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), we deliver innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

About This Role

As aAI Saas Administrator (CXi Platform Administrator) your role will be responsiblefor the day‑to‑day configuration, operation and maintenance of the AI platform that powers our customer service experience. The role works closely with the CXi Product Owner, Technology and Operations to implement changes, ensure stability and quality, and keep the platform secure, performant and aligned to defined CX journeys and policies.

Roles & Responsibilities

• Configure and maintain the CX AI platform (voice, chat, agent assist and related components) in line with the CXi Product Owner’s roadmap, use cases and design decisions.
• Implement and manage integrations between the CXi platform and core systems (telephony, CRM, ticketing, knowledge, authentication, analytics), working with engineering teams where required.
• Set up, maintain and optimise intents, routing rules, flows, knowledge connections, policies and guardrails within the platform.
• Monitor day‑to‑day platform health, latency, error rates and key CX performance indicators, proactively identifying and resolving issues or escalating as appropriate.
• Support experimentation and optimisation activities (A/B tests, prompt and flow tweaks, configuration changes), ensuring proper set‑up, tracking and rollback plans.
• Maintain user access, roles and permissions for the platform, ensuring alignment with security, privacy and compliance requirements.
• Execute regular platform housekeeping activities (version updates, environment management, clean‑up of unused assets, configuration documentation).
• Collaborate with Operations and QA teams to ensure feedback from agents and customers is reflected in platform improvements.
• Work with Information Security, Risk and Legal to ensure the platform’s configuration, logging and data handling adhere to defined security and privacy standards.
• Act as first line of contact with vendor support for platform incidents, feature issues and minor enhancements, tracking through to resolution.
• Maintain clear documentation of configurations, standards, runbooks and change history to support auditability and knowledge transfer.

Position Requirements

• Experience administering SaaS platforms or contact centre / CX technologies (e.g. IVR, bots, CRM, ticketing, or AI / automation tools).
• Strong technical configuration skills and comfort working with APIs, webhooks, integration middleware and basic data formats (e.g. JSON).
• Understanding of conversational AI or contact centre operations, or willingness to learn quickly in this area.
• Familiarity with access control, security best practices and data privacy considerations for customer‑facing systems.
• Analytical mindset with ability to interpret dashboards, logs and performance metrics, and translate findings into actions.
• High attention to detail and a structured approach to change management, testing and documentation.
• Strong collaboration skills, able to work with product, engineers, operations, vendors and risk / security teams.

MEASURES OF SUCCESS

• High availability and stability of the CXi platform, with low incident and escalation rates.
• Timely and accurate implementation of configuration changes and new use cases requested by the CXi Product Owner and CX stakeholders.
• Measurable improvements in platform performance metrics (latency, error rates, routing accuracy, containment) driven by configuration and optimisation.
• Demonstrated adherence to security, privacy and compliance requirements for the platform, with successful audits and minimal security issues.
• Positive feedback from internal teams (Product, Operations, Technology) on support, responsiveness and quality of execution.

Perks & Benefits

• Language courses
• Udemy e-learning platform
• Medical care package for the employee and family with the ‘Freedom of Treatment’ service
• Life insurance on preferential terms
• Multisport card
• Integration activities – ping pong in the office, board games, volunteer projects
• Employee referral scheme

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.

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