System Automation Specialist
BV Group is seeking a System Automation Specialist to play a key role in transforming Customer Operations through automation, AI-driven solutions, and intelligent workflows. The role involves working across multiple operational functions to design, implement, and optimise scalable automation and AI solutions that reduce manual effort, improve operational efficiency, and enhance both customer and employee experiences.
The specialist will collaborate closely with Customer Operations, Product, Technology, Compliance, and other business stakeholders to ensure automation initiatives are delivered effectively, compliantly, and with measurable business impact.
- Identifying and assessing automation and AI opportunities across Customer Operations, focusing on improving efficiency, scalability, customer experience, and operational performance.
- Designing, implementing, and supporting automation and AI solutions across the full lifecycle, from requirements gathering and solution design through testing, deployment, and ongoing optimisation.
- Developing and maintaining AI-powered customer support solutions, including chatbots, AI agents, automated responses, intelligent workflows, and system routing capabilities.
- Monitoring, evaluating, and reporting on automation and AI performance using key metrics such as adoption, automation rates, accuracy, operational impact, and efficiency gains.
- Working closely with Customer Operations, Product, Technology, Compliance, and other stakeholders to define requirements and successfully deliver automation and workflow improvements.
- Ensuring all automation and AI solutions comply with GDPR, information security standards, AI governance requirements, and internal controls.
- Establishing appropriate quality controls, human oversight frameworks, and monitoring processes to ensure AI-driven solutions remain reliable, accurate, and effective.
- Documenting automation processes, workflows, configurations, controls, and best practices to support governance, knowledge sharing, scalability, and long-term sustainability.
- Identifying opportunities to improve existing processes, systems, and workflows through innovation, automation, and continuous improvement initiatives.
- Previous experience in Customer Operations, Customer Support, Automation, Business Process Improvement, or Operations-related roles, with a strong understanding of customer journeys and operational processes. (required)
- Experience implementing and optimising AI-powered customer support solutions, including chatbots, AI agents, conversational workflows, and prompt design. (required)
- Experience working with automation and workflow platforms, with the ability to design, build, and maintain scalable solutions and integrations. (required)
- Strong analytical and problem-solving skills, with experience using data, reporting, and performance metrics to identify opportunities and measure business impact. (required)
- Experience managing projects and change initiatives, including stakeholder engagement, training, adoption, and continuous process improvement. (required)
- Excellent communication and stakeholder management skills, with the ability to collaborate effectively across multiple business functions. (required)
- Good understanding of APIs, system integrations, GDPR, data governance, information security, and customer operations technologies. (required)
- Strong organisational skills with the ability to prioritise tasks, manage multiple initiatives, and deliver high-quality outcomes. (required)
- Excellent attention to detail and ability to produce clear process documentation, operational standards, and system documentation. (required)
- Fluent in English with strong written and verbal communication skills. (required)
- Professional proficiency in Mandarin, both written and spoken. (nice-to-have)
BV Group (BetVictor) is an online gambling operator and B2B technology provider with roots dating back to 1946. Known for its pioneering approach, it was one of the first gambling companies to move its operations to Gibraltar and to build its product in-house. The company has run high-profile marketing campaigns and sponsors prestigious events across snooker, darts and horseracing. BV Group's operational headquarters are at the World Trade Center Gibraltar, where it employs around 700 people, making it one of the territory's largest employers.