Expert Operations Technology and Analytics

Job Title: Expert Operations Technology and Analytics

Location: Islamabad

Grade: L2/L3

Last date to apply: 29th June 2026

 What is Expert Operations Technology and Analytics?

This role sits at the intersection of operations technology, analytics, and governance within JazzCash Customer Operations. The Expert helps design, integrate, and optimise the technical and analytical systems that power customer operations, spanning IVR platforms, system and API integrations, analytics, and AI-driven tooling. The role supports senior leadership with reliable data and decision-ready insight, while helping ensure governance keeps pace with evolving technology and business requirements.

 What does Expert Operations Technology and Analytics do?

Key Responsibilities

IVR and Platform

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

•         Contribute to platform reviews and IVR optimisation to improve handle time and containment.

•         Help evaluate new capabilities such as voice biometrics, conversational AI, and self-service automation.

System and API Integration

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

•         Work with technology teams on reliable, secure, and well-documented connectivity.

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

Analytics and Dashboards

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

•         Design dashboards that translate complex data into clear, decision-ready insight.

•         Support data integrity and governance across reporting.

AI in Operations

•         Help identify and apply AI and large language models to use cases such as agent assist, knowledge summarisation, and complaint classification.

•         Support evaluation of AI solutions and vendors against accuracy, safety, and integration requirements.

•         Contribute to quality thresholds and human-in-the-loop protocols for AI deployment.

Planning and Governance

•         Contribute to planning cycles, including operating plans, reviews, and technology roadmaps.

•         Help maintain governance across process standards, data handling, compliance, and vendor performance.

•         Prepare and support materials for senior leadership.

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

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

Requirements

What are we looking for and what does it require to be Expert Operations Technology and Analytics?

Qualification, Experience and Skills

• Bachelor's degree in computer science, Engineering, Information Systems, or a related discipline. Relevant certifications in analytics, AI, or systems architecture are an advantage.
• Minimum five years of experience across operations technology, systems integration, and analytics, preferably in financial services or digital payments.
• Hands-on experience with IVR platform design and configuration, such as Genesys, Avaya, Huawei, Ericsson, or equivalent.
• Experience supporting API integration projects and working with developer teams.
• Track record of building analytics solutions and dashboards, with proficiency in Power BI, Tableau, or equivalent.
• Exposure to AI tooling or AI-driven operations automation is strongly preferred.
• Structured analytical thinker with strong problem-solving skills and the ability to manage competing priorities.
• Strong communication skills, with the ability to present complex data clearly to senior stakeholders.
• Effective cross-functional collaborator, comfortable with vendor evaluation.

Benefits

Why Join JazzCash?

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

Recognized as one of the leading employers in the country, JazzCash epitomizes the philosophy that each JazzCash employee is passionately living a better life every day, inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer obsession.

This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.