The future of work: How technology is reshaping jobs and skills

From customer service chatbots to artificial intelligence tools that can write reports, analyse data and generate content in seconds, emerging technologies are rapidly transforming how people work and what employers expect. For some, this shift fuels fears of job losses. For others, it signals new opportunities and careers that barely existed a few years ago. What experts agree on is that no sector will remain untouched. ALSO READ: Is AI threatening jobs or empowering Rwanda’s workforce? “Right now, the most visible impact is in customer service, where many people interact with chatbots,” said Carl Mabuka, Head of Business and AI at Global Kwik Koders. “But eventually, every sector will be affected.” Jobs built around repetitive, predictable tasks are the most vulnerable. As AI systems advance, companies are prioritising efficiency, speed and lower costs. “If your job is easy to fit into a process, that’s where disruptions will happen,” Mabuka noted, adding that while some roles still require human oversight, technology is evolving quickly. ALSO READ: Is my job safe from AI? Yet beyond fears of replacement, experts say technology is also enhancing productivity, flexibility and creativity. AI tools are making specialised knowledge more accessible, enabling people to learn faster and apply skills more effectively. “With AI, what previously required years of formal education can now be learned more quickly and practically,” Mabuka said. At the same time, new roles are emerging. Audace Niyonkuru, CEO of Digital Umuganda, said demand is rising for data scientists, machine learning engineers, prompt engineers and multidisciplinary professionals. “The technology will also help ease shortages of skilled labour in sectors like healthcare and education,” he said. “With limited resources, we can still serve more people.” ALSO READ: Rwanda speeds up AI integration into learning, teaching He added that traditional education pathways are being challenged, as online certifications and self-paced learning become more central to career development. Universities, meanwhile, face growing pressure to align with labour market realities. Niyonkuru pointed to fields like translation, where students may graduate into industries already transformed by AI tools. “The market students enter may be completely different from the one they prepared for,” he said. Some institutions are adapting. The University of Rwanda’s African Centre of Excellence in Internet of Things (ACEIoT) says it regularly updates curricula in collaboration with industry. Damien Hanyurwimfura, Director of Africa Centre of Excellence in Internet of Things (ACFEIoT) noted that this approach has helped align training with market needs, with over 90 per cent of graduates securing employment. For Nadia Kabanyana, a Business Strategy and Investment Specialisation Coach at African Leadership University, preparing students for the future requires more than teaching digital tools. “Understanding financial management, digital marketing and e-commerce is key, especially for self-employment,” she said. Kabanyana advocates for experiential learning, urging universities to prioritise real-world projects over purely theoretical instruction. “Students should be starting and managing businesses while still in school,” she said, adding that institutions must work closely with industry to design relevant programmes. She emphasised that Rwanda’s broader goal should be to produce job creators, not just job seekers. As workplaces evolve, hiring priorities are also shifting. Joie-Claire Museke, a Human Resource Strategist at Kaizen Mind, said employers increasingly value adaptability over formal credentials. “Skills become outdated quickly. Employers are looking for people who can learn, unlearn and relearn fast,” she said. Beyond technical skills, emotional intelligence is becoming a key differentiator. “As technology automates tasks, what matters more is how people communicate, collaborate and show empathy,” Museke explained. She also noted that while AI tools are helping job seekers refine applications, many struggle to use them effectively and ethically. “The gap is that access to tools is growing faster than the ability to use them well,” she said. Ultimately, experts agree that technology will not replace people but people who fail to adapt risk being replaced by those who do. For Rwanda ICT Chamber CEO Alex Ntale, the country’s opportunity lies in preparing a workforce that can work alongside technology and compete globally. “With the abundance of knowledge available, execution will matter more than simply reproducing facts,” he said. As digital systems reshape industries, practical skills, portfolios and demonstrated experience are expected to carry more weight than traditional CVs. Across sectors, one message is clear: adapting to change is no longer optional.

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The future of work: How technology is reshaping jobs and skills