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Open nowPosted 139 days ago

MY - CS - AI Engineer (Team Lead)

Workable (global search)108,016 open roles

Where
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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Your applicationOpen nowMY - CS - AI Engineer (Team Lead)Workable (global search) · Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 139 days ago

Workable (global search) median: 7 days open

The posting

Job Responsibilities

  • Responsible for the development, maintenance, and continuous optimization of AI Customer Service Chatbots, including improving bot response quality, reducing escalation-to-human rates, and enhancing customer satisfaction
  • Manage customer service-related tools and platforms, including but not limited to 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
  • Analyze customer service data and user feedback to continuously optimize customer service processes and system capabilities

Requirements

Mandatory Requirements

  • Bachelor’s degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics, or related fields
  • 3–8 years of experience in customer service systems, AI products, or customer service operations
  • Hands-on experience in building and managing AI Chatbot / 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 / LLM application scenario
  • Knowledge of large language models and platforms such as OpenAI, Claude, Gemini, etc.
  • Familiar with API integration and SaaS system integration
  • Strong data analysis skills with the ability to drive optimization 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 Agent, RAG (Retrieval-Augmented Generation), or Knowledge Base development
  • Customer service team management experience is a plus

Benefits

What we can offer you:

  • Life Insurances
  • Team Building
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