Senior Solutions Engineer (AI Voicebot) (m/f/d)

Are you ready to change the market?

Since 2016, PAIR Finance has been transforming the debt collection industry with a modern, digital, and customer-focused approach. Our AI-powered methods ensure efficient collections while maintaining positive customer relationships. This innovative strategy allows us to provide a more service-oriented and effective way to manage debt recovery.

We’re hiring a Senior Solutions Engineer (m/f/d) to revolutionize customer service with automation and AI. Your role will focus on designing smart automation tools that make customer interactions seamless and efficient. You’ll work closely with both technology and customer experience teams to shape the future of service delivery.

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:
Knowledge of AWS Connect, AWS Lex, AWS CloudWatch, and CRM tools like Zendesk (or knowledge of similar tools like Cognigy, Aircall).

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

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, we have a hybrid working policy. Our office is located near S&U Zoologischer Garten.

Who is your contact person?

Your contact person for this position is Jasmin Baldrich. If you have any questions, please do not hesitate to contact me via email (jobs@pairfinance.com) or via phone (+49 151 28318404).

About us

We are rethinking debt collection with our digital debt collection solution, characterized by our high customer orientation and efficiency standards. By using artificial intelligence, we are combining technology with behavioral science and so we are able to contact customers individually and in a simple way throughout the entire collection process.

Strengthened by one of the most renowned private equity firms in the fintech sector, Pollen Street, as well as partnerships with other investors such as Zalando Payments and finleap, PAIR Finance offers an excellent opportunity to dive deep into and actively shape the fintech industry.

PAIR Finance is an equal-opportunity employer. We value a diverse team and an inclusive culture. We welcome applications from all qualified individuals regardless of ethnicity, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, or disability.