job description
Join Keywords Studios as a Platform Lead for Helpshift Care AI and drive the next wave of AI-powered innovation in Player Engagement. In this pivotal role, you will spearhead the adoption, integration, and optimization of AI solutions to elevate customer support and operational efficiency across our global gaming and interactive media ecosystem.
As the AI landscape evolves, your leadership will shape the strategic direction of our Helpshift Care AI platform, ensuring seamless scalability, performance, and alignment with business objectives. Youâll collaborate with cross-functional teamsâincluding engineering, product, and customer successâto deliver cutting-edge AI-driven experiences that redefine player engagement.
Based in the vibrant hub of Bali, Indonesia, this role offers the unique opportunity to work in a dynamic, international environment while contributing to groundbreaking projects that push the boundaries of AI in gaming.
Responsibility
- Strategic Leadership: Define and execute the roadmap for Helpshift Care AI, ensuring alignment with Keywords Studiosâ long-term vision for AI-driven player engagement.
- Platform Optimization: Oversee the technical architecture, performance, and scalability of the AI platform to meet growing demand.
- Cross-Functional Collaboration: Partner with engineering, product, and customer success teams to integrate AI solutions that enhance user experiences.
- AI Adoption & Training: Drive the adoption of AI tools across teams, including training and change management initiatives.
- Data-Driven Insights: Leverage analytics to measure AI performance, identify improvement areas, and report on ROI to stakeholders.
- Innovation & Research: Stay ahead of AI trends in gaming and customer support, evaluating new technologies for potential integration.
- Compliance & Security: Ensure AI implementations adhere to data privacy regulations and industry best practices.
- Stakeholder Management: Act as the primary liaison between technical teams, business leaders, and external partners.
Qualifications
- Proven Experience: 5+ years in AI/ML platform leadership, preferably in gaming, SaaS, or customer support technology.
- Technical Expertise: Deep understanding of AI frameworks, NLP, machine learning, and cloud-based AI solutions (e.g., AWS, Azure).
- Leadership Skills: Demonstrated ability to lead cross-functional teams and drive large-scale AI initiatives.
- Industry Knowledge: Familiarity with gaming ecosystems, player engagement tools, and Helpshift or similar platforms.
- Problem-Solving: Strong analytical and strategic thinking to address complex technical and business challenges.
- Communication: Excellent written and verbal skills to articulate AI strategies to both technical and non-technical audiences.
- Agile Mindset: Ability to thrive in fast-paced environments with a focus on iterative improvement.
- Education: Bachelorâs or Masterâs degree in Computer Science, AI, or a related field (or equivalent experience).