AI & Automation Operations Intern - Helpdesk Innovator

U Mobile; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

U Mobile is seeking an AI and Automation Engineer to design, deploy, and optimize AI-enabled support workflows for the Helpdesk. You will implement AI-assisted diagnostics, automated routing, and knowledge-enabled ticket handling to improve resolution times.

The role focuses on building scalable automation, integrating APIs, and maintaining governance around automated actions while collaborating with Customer Service and IT teams.

Qualifications

• Experience designing, deploying, and maintaining AI- and automation-enabled workflows.
• Translate service requirements into automated solutions and documented procedures.
• Integrate APIs and ITSM platforms into controlled automation workflows.

Responsibilities

• Design, develop, test, deploy, and maintain automation tools and AI-assisted workflows to reduce manual effort.
• Integrate APIs and IT systems into automation workflows and ensure reliable operation.
• Configure, monitor, and improve AI agents and MCP integrations used by the Helpdesk.
• Analyze tickets and support data to improve response accuracy and resolution within SLA.
• Develop dashboards, reports, and measurable benefits for AI initiatives.
• Create runbooks, documentation, and governance with stakeholders.

Skills

AI & Automation

Problem solving

Analytical thinking

Stakeholder collaboration

Tools

APIs

ITSM platforms

Version control

Job description

U Mobile is seeking an AI and Automation Engineer to design, deploy, and optimize AI-enabled support workflows for the Helpdesk. You will implement AI-assisted diagnostics, automated routing, and knowledge-enabled ticket handling to improve resolution times.

The role focuses on building scalable automation, integrating APIs, and maintaining governance around automated actions while collaborating with Customer Service and IT teams.