Staff-Tech. Planning & Development

Role Purpose

As a Staff-Tech Planning & Development professional within the CX Tech Planning & Project Tracking unit, this role will lead the hands-on development, configuration, and end-to-end delivery of customer experience automation and A.I initiatives. The role combines technical expertise with strong project execution, connecting core platforms such as Siebel CRM, Salesforce Service Cloud, and RPA with customer-facing solutions including A.I Agent Assist, A.I Copilot, Social Media Automation, Voice A.I, Self-Service Portals, Semantic Search, and automated Knowledge Bases.

Working closely with IT, Martech, Product, Finance, and Business Process teams, this role will turn customer and business needs into practical, scalable digital solutions. This role will directly improve how frontline agents work and how customers access support by rapidly building, testing, and deploying solutions that increase efficiency, enable self-service, and improve the overall customer experience. 

Staff-Tech Planning & Development is responsible to identify, evaluate, and propose new technologies and AI solutions to enhance the customer experience. Conduct research, analyze data, and support the development of innovation proposals, pilots, and Proofs of Concept. Support day-to-day project enablement for technology and digital initiatives, including stakeholder coordination, milestone and dependency tracking, risk and issue escalation, and the transition of validated solutions from POC or pilot into implementation. Work closely with cross-functional teams to gather insights and contribute to digital innovation within the customer experience organization. This role is also responsible to apply responsible-AI and data-protection considerations to technology and AI use cases, in line with UU PDP No. 27/2022 and internal policy.

Minimum Requirements

Education & Background:

• Bachelor's degree (S1) in Information Technology, Computer Science, Engineering, Data/A.I, Business Administration with a technology focus, or a related field
• Minimum 1-3 years of experience in an analytical role, preferably with exposure to technology research, data analysis, or digital initiative implementation; experience in the telecom industry is a plus. Fresh Graduate with Internship, apprenticeship, or substantial final-project experience in technology or digital initiatives may be counted toward this requirement.
• Working or internship experience within a digital start-up or fast-paced digital environment is highly preferred

Technical Proficiency

• Working proficiency in SQL and at least one scripting language (e.g. Python or JavaScript/Node.js), sufficient to query data, automate routine tasks, and prototype simple internal tools with understanding of REST API, JSON, webhooks, system integration, and data flow.
• Working experience with a cloud CRM platform (e.g. Salesforce.com, Microsoft Dynamics 365, or equivalent), including day-to-day configuration or administration support; a practitioner certification such as Salesforce ADM 201 will be a plus.
• Basic understanding of software development principles and methodologies, with the ability to develop and deploy simple internal applications or scripts to address specific operational challenges or create workarounds
• Familiarity with API integration concepts, cloud service models (SaaS / PaaS), common integration patterns, and data flows, sufficient to assess vendor solutions and communicate requirements to technical teams
• Fundamental understanding of AI/ML concepts, specifically Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), Semantic Search, and Conversational Voice/Chatbot frameworks. Including and not limited to generative AI, LLM, AI Agent/Agent Assist, Prompt Engineering, Voice AI, Semantic Search, and AI-powered Knowledge Base.
• Practical experience using generative AI tools in a work or academic context (e.g. prompt design, summarization, drafting, first-pass analysis), together with a realistic understanding of their limitations
• Working familiarity with a data visualization or BI tool (e.g. Power BI, Tableau, or Looker Studio), and with spreadsheet-based estimation of benefits, costs, and ROI
• Exposure to workflow automation or low-code platforms (e.g. Power Automate, n8n, or equivalent) used to digitalize manual processes.

Project Management Proficiency

• Working proficiency in Bahasa Indonesia and English, sufficient to document requirements and present findings to both business and technical audiences
• Understanding of Digital Transformation principles and their application within a customer service organization, including how technology can reshape customer interactions and operational processes
• Familiarity with Agile/Scrum fundamentals: backlog management, user stories, sprint planning, stand-ups, UAT, retrospectives, and release management.
• Familiarity with Git/GitHub, Jira, Confluence, Postman, monday.com or equivalent delivery tools.
• Familiarity with Customer Relationship Management (CRM) systems and with digital communication channels relevant to customer service (e.g. mobile apps, messaging platforms, social media)
• Ability to act as both Project Coordinator and Hands-on Builder, moving from requirement → design → development/configuration → testing → deployment → measurement.
• Basic understanding of CI/CD and DevOps practices is highly desirable.
• Ability to translate complex business processes and SOPs into technical user stories while collaborating across IT, Marketing, Product, Finance, and Customer Care operations.
• Basic understanding of contact center and digital channel technology — IVR, chatbot and voicebot, omnichannel routing, and knowledge management — and of the operational metrics they influence (AHT, FCR, self-service containment, CSAT).
• Awareness of data privacy and responsible-AI obligations affecting customer data, including UU PDP No. 27/2022, and of why human oversight is required in AI-assisted customer journeys
• Basic understanding of project management methodologies and principles (e.g. Agile, Waterfall, or hybrid approaches), and familiarity with at least one project or work tracking tool (e.g. Jira, Asana, Trello, or Microsoft Planner)
• Exposure to workflow automation or low-code platforms (e.g. Power Automate, n8n, or equivalent) used to digitalize manual processes
• Conversational Voice/Chatbot frameworks. Including and not limited to generative AI, LLM, AI Agent/Agent Assist, Prompt Engineering, Voice AI, Semantic Search, and AI-powered Knowledge Base.

Secondary Competency

• Strong analytical and problem-solving skills with the ability to interpret data and identify trends
• Excellent research and information-gathering skills
• Strong written and verbal communication skills, with the ability to present findings clearly and concisely
• Passion for emerging technologies, particularly Artificial Intelligence (AI), and their application in customer experience
• Ability to translate operational and customer pain points into process flows, requirements, and acceptance criteria with measurable success indicators
• Ability to work collaboratively as part of a team and to coordinate across business, technology, and operations stakeholders
• Ability to support change and adoption activities, including communication, training, adoption tracking, and post-implementation stabilization
• Learning agility and adaptability actively builds new knowledge as technologies and tools change, and adjusts approach when priorities, requirements, or platforms shift
• Possess self-initiative and able to work independently and collaboratively with people at various levels
• Good time management and organizational skills arranges tasks in order of priority, manages preparations and schedules, and stays focused to keep on track
• Comfortable working across business and technology teams and translating business requirements into user stories, process flows, functional requirements, and technical solutions.
• Demonstrated ability to multitask across multiple projects, manage priorities, document progress, and meet delivery timelines.
• Strong customer-centric mindset with an understanding of Digital Customer Experience and service journey principles.
• Willingness and ability to continuously self-learn emerging technologies, particularly AI, automation, CRM, and digital CX technologies.