Job Details

📌 Job Title: ChatBot Developer
💼 Employment Type: Full-Time
🏢 Company: Sanlam Group
📍 Location: Midrand, Gauteng, South Africa
📌 Division: MiWay Insurance (A subsidiary of Sanlam)

Company Overview

MiWay Insurance is a direct financial services provider and part of the broader Sanlam Group. The company specialises in digital insurance solutions designed to offer clients convenience, flexibility, and value through online platforms.

MiWay focuses on innovation, automation, and customer-centric digital experiences. By leveraging advanced technologies such as conversational AI and automation platforms, the company continues to enhance its digital service offerings.

The organisation promotes a culture built around its core values: Energy, Freedom, Accountability, and Attitude, encouraging employees to innovate and contribute to continuous improvement.

Job Overview

MiWay is seeking a ChatBot Developer to join its Business Process Innovation team. The role focuses on designing, developing, and optimising AI-powered chatbot solutions that automate customer communication and improve self-service capabilities.

The successful candidate will work with leading conversational AI platforms such as Genesys Cloud, CoPilot, and Infobip to develop chatbot journeys across multiple digital channels, including WhatsApp, web platforms, mobile applications, and social media.

This role requires collaboration with cross-functional teams to ensure chatbot solutions are efficient, scalable, and aligned with customer experience objectives.

Key Responsibilities

Chatbot Development

Design and develop AI-powered chatbot conversational journeys
Implement chatbot solutions using Genesys Cloud and Infobip platforms
Build chatbot interactions using JavaScript, JSON, and REST APIs
Apply conversational design principles to create natural user interactions

System Integration

Integrate chatbot platforms with internal and external business systems
Implement automation across multiple digital channels including WhatsApp, mobile apps, and web platforms
Ensure seamless communication between chatbot services and backend systems

Testing and Optimisation

Conduct end-to-end testing of chatbot journeys
Monitor chatbot performance and optimise conversational flows
Identify and fix bugs and technical issues affecting chatbot functionality

Data Analysis

Analyse chatbot conversations and usage patterns
Identify opportunities to improve customer experience and automation
Use insights to enhance chatbot flows and service delivery

Collaboration

Work with business teams, developers, and digital innovation teams
Participate in solution design reviews and development planning sessions
Contribute to the chatbot technology roadmap

Standby and Production Support

Because chatbot platforms support 24/7 customer service, the role includes operational responsibilities.

On-Call Support

Participate in a rotating on-call schedule
Provide support outside business hours when required
Respond to incidents according to defined service level agreements (SLAs)

Remote Support

Provide technical troubleshooting through secure VPN remote access
Resolve platform issues affecting chatbot availability

Incident Communication

Maintain clear communication with IT teams and stakeholders during incidents
Support system stability and business continuity

Minimum Qualifications

Matric / Grade 12
Relevant IT Degree or 3-Year Diploma (preferably BSc in IT, Computer Science, or related field)
Certifications in Genesys Cloud AI Digital Bots or Infobip Answers are advantageous

Minimum Experience

Experience working with chatbot development platforms (advantageous)
Development experience using JavaScript, JSON, and REST APIs
Working knowledge of SQL databases
Experience designing Conversational UI/UX

Technical Skills

Understanding of AI-powered chatbots using NLP, ML, and LLM technologies
Strong programming logic and analytical thinking
Knowledge of chatbot architecture and conversational design
Familiarity with API testing tools such as Postman
Understanding of software development lifecycle processes

Key Competencies

Strong analytical and problem-solving ability
Excellent communication and collaboration skills
Attention to detail and quality
Adaptability in dynamic development environments
Customer-focused innovation mindset

Additional Knowledge Areas

Operating systems and application software management
Software installation and upgrades
Security management and data recovery practices
Change management and system control processes

Career Growth Opportunities

Working within Sanlam Group provides opportunities to grow across multiple divisions, including:

Sanlam Fintech
Sanlam Life and Savings
Sanlam Investment Group
Santam
MiWay Insurance

Employees benefit from a culture focused on innovation, collaboration, and long-term career development.

Diversity and Inclusion

MiWay Insurance is committed to transformation and diversity. The organisation promotes an inclusive workplace aligned with employment equity goals to reflect the diversity of South African society.

To apply for this job please visit careers.sanlamcloud.co.za.