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From Support to AI: Waqas’s 12-Year Growth Story

April 29, 2026

Nikoletta Bika

Career growth isn’t always about climbing a ladder — moving to other teams and subject matter is just as fulfilling. This is the story of Waqas Bin Hasan, who started as a Supporter at OnTheGoSystems (OTGS) and is now an Analyst in our AI Solutions team.

12 Years, Many Hats

Waqas is originally from Pakistan and moved to Oman with his family last year. He likes woodworking and IoT, and has a passion for travel and driving long distances.

His energy in life also translates to his work: Waqas has had a number of responsibilities throughout his long career.

Before OTGS, he was a full-stack developer. Since joining our team in August 2014, he worked mainly in Support and QA for two of our products: Toolset and WPML — as well as in Toolset Development.

And, in August 2025, he joined our newly founded AI Solutions team.

Keeping An Eye On Our AI Agent

A year ago, we launched a new AI Support Agent for WPML, Maiya. Waqas’s main job is to analyze Maiya Chats, identify issues, and suggest solutions and improvements.

He’s now fully settled into his new role — and even mentors another colleague who joined the team from WPML Support.

This role has introduced me to new, specialized areas of AI work, from analyzing chats and tickets to prompt engineering to technical/dev stuff. My previous experience with WPML Support and our (AI) Chat First approach have led me to this new role, and given me the knowledge I need to do it well.

The AI Solutions Team Leader, Ahmed Mohammed, also mentions how important Waqas’s job has been. “Since joining the team, he has played an important role in improving Maiya’s performance,” says Ahmed. “Especially through his detailed chat reviews, pattern spotting, and feedback loops that directly improved knowledge quality and response accuracy.”

“Beyond the technical side, he’s very reliable, proactive, and consistently raises the bar for how we think about AI quality and support outcomes.”

And What Keeps Waqas Motivated?

My role now is quite challenging — but that’s what I enjoy the most. Determination, staying positive, and welcoming the challenges with an open mind, always pays off.

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