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MY - CS - AI Engineer (Team Lead)
Full-time
Job responsibilities
Own the development, maintenance and continuous optimisation of AI customer service chatbots, including improving bot response quality, reducing escalation-to-human rates and lifting customer satisfaction.
Manage customer service tools and platforms, including Zendesk, internal help desk systems, ticketing workflows, automation rules and knowledge base configurations.
Drive AI adoption in customer service scenarios by evaluating and implementing suitable AI tools, platforms or model capabilities to improve service efficiency and user experience.
Collaborate closely with Product, Technology and internal Customer Service teams to drive project implementation and execution.
Coordinate with third-party systems and APIs to support customer service system integration and automation initiatives.
Analyse customer service data and user feedback to continuously optimise customer service processes and system capabilities.
Mandatory requirements
Bachelor's degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics or a related field.
3 to 8 years of experience in customer service systems, AI products or customer service operations.
Hands-on experience building and managing AI chatbot or conversational AI solutions.
Familiarity with Zendesk platform configuration, maintenance and core modules.
Strong understanding of customer service workflows and operational frameworks.
Strong project management and cross-functional collaboration skills.
Technical skills
Familiar with at least one AI, NLP or LLM application scenario.
Knowledge of large language models and platforms such as OpenAI, Claude and Gemini.
Familiar with API integration and SaaS system integration.
Strong data analysis skills with the ability to drive optimisation through data insights.
Experience with SQL, Python or automation tools is an advantage.
Preferred qualifications
Experience in finance, trading platforms, internet or SaaS industries.
Experience supporting multilingual customer service operations.
Experience with AI agents, retrieval-augmented generation (RAG) or knowledge base development.
Customer service team management experience is a plus.
