MY - CS - AI Engineer (Team Lead)
Zeal Group4 months ago
Kuala Lumpur, MalaysiaStaff+
Responsibilities
- Develop, maintain, and continuously optimize AI customer service chatbots and conversational AI solutions.
- Manage Zendesk, internal help desk systems, ticketing workflows, automation rules, and knowledge base configurations.
- Evaluate and implement AI tools, platforms, and model capabilities for customer service use cases.
- Collaborate with Product, Technology, and Customer Service teams to implement projects.
- Coordinate third-party systems and API integrations for customer service automation.
- Analyze customer service data and user feedback to optimize processes and system capabilities.
Requirements
- Bachelor’s degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics, or a related field.
- 3–8 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.
- Familiarity with at least one AI, NLP, or LLM application scenario and knowledge of platforms such as OpenAI, Claude, or Gemini.
- Experience with API and SaaS system integration and strong data analysis skills.
- SQL, Python, or automation-tool experience is advantageous.
- Experience in finance, trading platforms, internet, or SaaS industries; multilingual customer service; AI agents, RAG, or knowledge base development; or customer service team management is preferred.
Benefits
- Life insurance.
- Team building.
- Full-time, on-site role in Kuala Lumpur, Malaysia.
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