Viaam Ali
@viaamali
I build AI-powered CX automation systems that replace manual support work.
KazakhstanWhat I'm looking for
At Trade Rise, I own the automation and AI layer for customer experience across MENA, Africa and LATAM. I built the ticketing system, Help Center, chatbots and QA agent from zero while leading a team of four.
I've built event-driven client lifecycle workflows, multilingual AI support agents, automated mystery-shopper QA, on-premise call transcription with PII redaction, and review and translation agents. Previously at Admirals and Karuna, I owned support platforms, integrations, reporting and self-service automation, including work that removed 50 hours of manual effort each month.
Experience
Work history, roles, and key accomplishments
CX Operations & Automations Team Lead
Trade Rise
Feb 2026 - Present (7 months)
Owns the automation and AI layer for customer experience at a multi-jurisdiction brokerage across MENA, Africa and LATAM. Built the ticketing system, Help Center, chatbots and QA agent from zero, and leads a team of four.
Tech Lead, Customer Service Department
Admirals
Jun 2025 - Dec 2025 (6 months)
Owned the support platform end to end, including architecture, integrations, deployment, and optimisation. Led AI adoption across the department and automated repetitive processes, removing 50 hours of manual work per month.
Tech Specialist
Karuna
Mar 2022 - Jun 2025 (3 years 3 months)
Ran and optimised the ticketing platform, deployed chatbots and self-service to deflect routine volume. Built integrations between the ticketing system and surrounding tools, and owned support reporting.
Support Supervisor
Karuna
May 2021 - Mar 2022 (10 months)
Led and coached a support team, owned the escalation queue, and handled high-severity clients directly.
Public Relations Manager
Eden Buildings Inc.
Jan 2018 - Feb 2020 (2 years 1 month)
Managed PR strategy, media relations, and crisis communications.
Education
Degrees, certifications, and relevant coursework
Voronezh State Agricultural University
Bachelor, Applied Informatics
2024 -
Pursuing a Bachelor's degree in Applied Informatics, expected to complete in 2029.
Damascus University
Bachelor, Computer Automations Engineering
Earned a Bachelor's degree in Computer Automations Engineering.
Tech stack
Software and tools used professionally
Availability
Location
KazakhstanAuthorized to work in
Salary expectations
Social media
Job categories
Interested in hiring Viaam?
You can contact Viaam and 90k+ other talented remote workers on Himalayas.
Message ViaamGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
