AI Agent Development Contractor (Project-Based)

modernvet; Daerah Khusus Ibukota Jakarta; Hybrid; IDR 499.583.000 - 832.640.000; Full time

Job summary

A leading pet care technology firm in Jakarta is looking for a customer experience operations specialist to enhance its automated system's capabilities. The role requires strong analytical skills, experience in designing customer interaction flows, and excellent communication in both Bahasa Indonesia and English. Responsibilities include improving customer experience through data analysis and working collaboratively with cross-functional teams to meet operational goals. The position offers hybrid work flexibility.

Qualifications

• Minimum 2 years as a CX operations lead or engineering experience in customer service.
• Experience with designing multi-turn customer interaction flows.
• Strong attention to detail and logical thinking.

Responsibilities

• Oversee automated task creation and refinement processes.
• Use tools to identify knowledge gaps and fulfill unmet needs.
• Collaborate with engineering to draft requirements for APIs.

Skills

CX operations lead experience

Technical troubleshooting

Data interpretation

Communication in Bahasa Indonesia

Cross-functional collaboration

Tools

Intercom

Notion

Slack

Job description

Location: Jakarta / Hybrid

Engagement: Initial 3-month project (extendable)

Why this role exists

Modernvet built Artemis to deliver instant, reliable answers to customers 24/7, while handing off critical or time-sensitive cases to human agents. We’re hiring a project-based contractor to accelerate Artemis’ capabilities, expand coverage, and measurably improve customer experience.

Primary Outcome / KPI

• Automated Resolution Rate: Achieve and sustain 60% month-over-month (per Intercom resolution metric).
• Maintain or improve CX Score while scaling automation.

What you’ll own

Task creation & refinement (end-to-end)

• Build, improve, and QA multi-turn tasks (guided flows) including but not limited to:
• Booking / Rescheduling / Cancelling appointments
• Sign up / Forgot password flows
• Tele consultation: recommend when appropriate, check tickets, guide booking
• Points: look up points balance, explain usage
• Pet clinical history lookup: Look up pet information and history
• Account billing history: Look up historical transaction history, medicine prescription, etc.
• Ensure that existing tasks are cleaned up and refactored when necessary to ensure context‑based probing and agent handoff.
• Refill prescription
• Home visit
• Imaging/lab test results
• Urgent/emergency cases
• Marketing campaigns
• Payment confirmations

Knowledge gap management

• Use Intercom’s gap tools to identify unmet intents/FAQs.
• Verify with CS/Ops before adding content.
• Close knowledge gaps with additional articles and internal documentation.

Automated outbound messaging

Utilize Intercom’s outbound workflow management to create flows that automate our outbound messaging needs. This includes but is not limited to:

• Appointment reminders
• Appointment confirmation
• Vaccination reminders

Information architecture & accuracy

• Keep Artemis’ static information (Q&A) fully up to date with Ops (e.g., pricing, terms & conditions, clinic hours, holidays).
• Build a clean content hierarchy: folders, naming conventions, tags.
• Document app features & flows with screenshots; explain points usage clearly

Reporting & insight (in Intercom)

• Build dashboards in Intercom to monitor: resolution rate, involvement/deflection, CX score, handoff rate, top intents, fail reasons, knowledge gap burn‑down, and task completion.
• Keep dashboards current; share weekly insights & next actions.

Thorough testing & QA (critical)

• Design and run test plans for each task/knowledge addition:
  • Happy paths, alternate paths, edge cases, ambiguous inputs, language variants (ID/EN), date/time constraints, policy/eligibility checks.
  • Regression tests after changes; capture examples; propose fixes.
• Define pass/fail criteria and sign‑off checklists

Partner with Engineering on data connectors/APIs

• Draft and communicate requirements for the endpoints Artemis needs (fields, validation, expected responses, error states).
• Coordinate with engineers on delivery, review responses against requirements, and run UAT in Artemis before go‑live.
• You don’t need to implement APIs—clear specs & coordination are the goal.

Operational alignment & hygiene

• Sync with Clinic Ops on updates (services, availability rules).
• Maintain a tidy content repo (folders, owners, updated dates).
• Keep a visible backlog/changelog in Notion.

Requirements

• 2+ years as CX operations lead or engineering background with experience working with customer service.
• Experience designing multi-turn flows with variables, conditions, validations, and graceful handoffs.
• Strong logical thinking, troubleshooting, and attention to detail; comfortable defining edge cases.
• Data-literate: build dashboards, interpret trends, and turn insights into changes.
• Excellent communication in Bahasa Indonesia & English.
• Work well cross‑functionally, primarily with CS ops teams to understand SOPs, guidelines and medical team to understand.

Nice to have

• Healthcare/veterinary or scheduling domain familiarity.
• Working knowledge of payload shapes/JSON when drafting endpoint requirements.
• Tools: Intercom (Workflows/Fin/Articles/Insights), Notion, Slack, Amplitude/Segment.