Daktela Platform & AI Automation Manager

Quick Facts

• Role: Technical lead for the Daktela customer care platform and AI automation

• Focus: Administration, AI voice/text automation, vendor coordination, incident resolution

Description

You will manage and develop the Daktela customer care system for the Customer Care department, including implementing and training users. You will design and tune AI voicebots, chatbots, and mailbots (with conversation scenarios and knowledge-base integration) and translate technical capabilities into practical solutions for operations. You will coordinate with an external vendor, monitor day-to-day channel performance, and ensure fast resolution of technical incidents.

Responsibilities

• Serve as the technical lead for Daktela for the whole department; manage user roles, queues/fronts, tickets, and communication channels

• Participate in annual budget planning and cost-preparation materials; verify supplier invoices and monitor license spending

• Configure and fine-tune AI voicebots, chatbots, and mailbots, including conversation scenarios and connection to internal knowledge base

• Act as the main point of contact for the external vendor; run monthly meetings on platform status, new versions, and development priorities

• Oversee smooth operation of customer voice lines, email, and chat; lead rapid resolution during technical incidents

Requirements

• Practical experience administering a contact center system (Daktela knowledge is an advantage)

• Interest in AI automation and ability to create working scenarios for voice and text communication channels

• Ability to work with AI automation tools

• Logical linkage of tool capabilities to real operational needs and ability to set clear priorities

• Careful, proactive handling of unexpected technical issues; drive incidents to completion

• Clear, calm communication with internal users and with the external vendor’s technical support

• Understanding of data sent via Daktela API; ability to interpret the flow into reporting and prepare reliable inputs for business analytics and management

Benefits

• Stable company backing (leading Czech internet company)

• High level of autonomy and room for independent decision-making

Selection Process

• Phone call within 3 days after CV submission; then a short online introductory call

• If successful, two in-person meetings, including a practical assignment