Expert Operations Technology and Analytics

Expert Operations Technology and Analytics

• Job Location: Islamabad, Pakistan

• Company Name: JazzCash

• Company Careers Email Address: careers@jazz.com.pk (Or apply directly online via the Jazz/JazzCash Career Portal – https://careers.jazzworld.com.pk/)

• Average Salary: PKR 2,400,000 to PKR 5,400,000 per annum (Estimated baseline for L2/L3 specialized tech and operations roles within the Pakistani telecom/fintech sector, alongside corporate allowances and performance bonuses)

About the Role

This role sits directly at the intersection of operations technology, analytics, and governance within JazzCash Customer Operations. As the Expert, you will help design, integrate, and optimize the technical and analytical systems that power our customer operations, spanning IVR platforms, system and API integrations, analytics frameworks, and AI-driven tooling.

You will equip senior leadership with reliable, data-driven insights while ensuring our operational governance keeps pace with evolving technology and business requirements.

Key Responsibilities

IVR and Platform Optimization

• Support the design, configuration, and governance of IVR solutions across all customer touchpoints.

• Contribute to platform reviews and IVR optimization strategies to reduce handle time and improve containment metrics.

• Help evaluate next-generation capabilities, including voice biometrics, conversational AI, and self-service automation.

System & API Integration

• Support seamless integration across core customer operations platforms, including IVR, ticketing systems, workforce management, and backend systems.

• Partner with technology teams to maintain reliable, secure, and well-documented system connectivity.

• Help monitor system uptime standards and resolve technical integration gaps that create friction for agents or customers.

Analytics & Dashboards

• Build and maintain robust analytics frameworks to monitor operational performance and service quality.

• Design and deploy intuitive dashboards that translate complex data sets into clear, decision-ready insights.

• Safeguard data integrity and maintain governance standards across all internal and external reporting structures.

AI in Operations

• Identify and apply AI technologies and large language models (LLMs) to practical operational use cases, such as agent assistance, knowledge summarization, and automated complaint classification.

• Assist in evaluating third-party AI solutions and vendors against strict accuracy, safety, and integration requirements.

• Contribute to setting quality thresholds and human-in-the-loop protocols for all AI deployments.

Planning and Governance

• Contribute to core planning cycles, including operational plans, business reviews, and long-term technology roadmaps.

• Maintain rigorous governance standards across process workflows, data handling, regulatory compliance, and vendor performance.

• Prepare data-driven materials and briefings for senior leadership.

• Support cross-functional alignment on operations technology investments, procurement, and vendor management.

Why Join JazzCash?

As one of the largest digital financial services providers in Pakistan, our mission is to continue transforming the lives of our 52 million customers for the better.

Recognized as a leading employer in the country, JazzCash offers a unique professional culture, an vibrant lifestyle, and continuous learning and development. Our core values drive an innovative, entrepreneurial mindset, cross-functional collaboration, and an across-the-board obsession with customer experience. This is your opportunity to play a critical role in driving our success and empowering millions more in an increasingly digital economy.

What We Are Looking For

Qualifications & Experience:

• Education: Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical discipline. Relevant certifications in data analytics, AI, or systems architecture are a distinct advantage.

• Experience: Minimum of 5 years of professional experience across operations technology, systems integration, and data analytics—preferably within the financial services or digital payments industry.

Required Skills:

• Hands-on experience with IVR platform design and configuration (e.g., Genesys, Avaya, Huawei, Ericsson, or equivalent environments).

• Proven experience supporting API integration projects and collaborating effectively with developer teams.

• A strong track record of building analytics solutions and dashboards, with deep proficiency in Power BI, Tableau, or equivalent tools.

• Practical exposure to AI tooling or AI-driven operational automation is highly preferred.

• A structured, analytical mindset with strong problem-solving skills and the ability to manage competing priorities.

• Exceptional communication skills, with a proven ability to present complex technical data clearly to senior stakeholders.

Grade: L2/L3

Last Date to Apply: 29th June 2026

JazzCash is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

More Jobs