Dinotech Ltd

QA Engineer

• Design, deliver, and evaluate onboarding and ongoing training programmes for Customer Support Agents
• Develop and maintain training materials including manuals and e-learning content
• Conduct regular refresher training on new products and policies
• Monitor and evaluate customer interactions to ensure adherence to quality standards
• Provide feedback and coaching to support agents based on evaluations
• Prepare and present reports on training and quality assurance results
• Collaborate with cross-functional teams to ensure timely operational updates

Training & Quality Assurance Specialist

Financial Crime

• Identify and investigate medium/high-risk accounts and suspicious activity
• Escalate cases to the MLRO and take action to mitigate risk and revenue loss
• Complete regulatory and business reporting
• Work closely with the MLRO and Risk, Payments & Fraud teams to improve AML processes and tools
• Monitor customer accounts, registrations, transactions, and site activity for suspicious or unusual behaviour
• Conduct AML, KYC, SoW, SoF, CRA, age verification, and responsible gaming checks in line with policy
• Investigate transactions using internal systems, external data, and public sources; compile risk assessments
• Review transactions from banned countries and ensure all activity aligns with AML/KYC policies
• Draft and escalate Suspicious Activity/Transaction Reports to the MLRO when required
• Handle Source of Wealth requests, documentation review, record keeping, and account noting
• Act as the first point of contact for AML-related queries across internal teams and third parties
• Communicate with customers via email to request information or documentation
• Maintain accurate internal databases and produce regular productivity and KPI reports
• Contribute to policy, product, and process development; attend AML, fraud, and responsible gaming training
• Manage escalations and prioritised cases raised by management

AML Analyst

Customer Support

• Responding to customer inquiries and resolving issues via email and live chat
• Utilising internal tools to address and take ownership of customer concerns
• Collaborating with other departments to escalate and resolve complex queries
• Working closely with our diverse international team

Customer Support Representative

Customer Success Manager

• Lead and manage the Customer Engagement team within CRM, ensuring alignment across Automation, Campaign Management, VIP, and Sportsbook functions.
• Develop and implement a comprehensive CRM strategy to drive customer engagement, retention, and revenue growth.
• Oversee end-to-end customer segmentations, triggered communications, and mass campaigns.
• Coordinate and set up campaign plans across brands and customer segments.
• Ensure VIP and Sportsbook communications are personalized, timely, and high-impact.
• Utilize Smartico to streamline operations, optimize campaigns, drive innovations, improve segmentation (personal level) and monitor performance.
• Monitor KPIs, analyze results, and implement continuous improvement initiatives.
• Ensure compliance with data protection, privacy, and industry regulations.
• Collaborate closely with Content, Design, Product, and Data teams to maximize customer engagement and ROI.

CRM Customer Engagement Lead

Analyst

• Monitor player activity to identify fraud, bonus abuse, promotional exploitation, and other forms of abuse.
• Investigate suspicious account behaviour and uncover patterns across gameplay, deposits, withdrawals, and bonus activity.
• Analyse trends and emerging abuse methods to help the business stay ahead of bad actors.
• Review jackpot-related activity and identify unusual betting behaviours or potential exploitation strategies.
• Review and process KYC verification requests.
• Assess customer documentation including identity documents, proof of address, payment verification, and enhanced due diligence documentation where required.
• Make informed, risk-based decisions on account verification while maintaining a smooth customer experience.
• Ensure customer verification and investigations meet regulatory and internal compliance requirements.
• Identify inconsistencies, red flags, and risk indicators during reviews.
• Maintain accurate records and clear case documentation.
• Apply account controls where abuse is confirmed, including bonus reversals, account restrictions, transaction holds, and account closures.
• Escalate complex cases and collaborate with senior stakeholders on higher-risk investigations.
• Help refine internal processes, controls, and detection methods as we scale.
• Handle KYC-related customer enquiries with professionalism and clarity.

Abuse Detection & Verification Analyst

Artificial Intelligence

• Own the AI roadmap end-to-end; make build, buy, and prioritisation calls based on ROI, technical feasibility, and business impact
• Map current workflows across the business (operations, customer support, marketing, finance, product, engineering) to identify bottlenecks, repetitive tasks, and high-leverage opportunities for AI
• Ship real AI use cases end-to-end; from problem framing and prototype through to production deployment, monitoring, and iteration
• Drive adoption across teams through hands-on workshops, training, documentation, and embedded support; make sure tools actually get used, not just delivered
• Measure impact rigorously: establish baselines, define KPIs (time saved, cost reduced, quality improved), and report results back to leadership and the teams themselves
• Establish governance foundations; usage policies, data handling rules, model evaluation, security guardrails, and vendor management without slowing the business down
• Continuously evaluate the AI landscape (models, agents, automation platforms, copilots) and translate it into pragmatic recommendations for the company
• Partner with engineering, product, and functional leaders to embed AI inside the systems people already use, rather than bolting on yet another tool
• Build business cases and ROI models that justify investment and clearly communicate what's working, what's not, and what to do next
• Share knowledge across the company and help raise the AI literacy of the whole organisation

AI Transformation Lead

Frontend Engineer

• Own the full cycle of software development, since the design of the architecture, to testing
• Collaborate with design, product, backend developers and DevOps to design, plan and release new features
• Mentor junior team members
• Partner with stakeholders and senior management to provide efficient technical solutions to business initiatives
• Monitor the performance of the applications using tools like Sentry or Grafana and suggest improvements