MY - CS - AI Engineer (Team Lead)

Zeal Group · Kuala Lumpur

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

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

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

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: