AI Engineer: Agentic Automation for Customer Service

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

Job summary

Hytech is seeking a hands-on AI Engineer to design, build, and deploy production AI solutions within our Customer Service ecosystem. You will work with Customer Service, Automation, CRM, and Platform teams to translate business problems into scalable AI workflows.

Focus areas include AI Agents, LLM-powered workflows, knowledge retrieval (RAG), and AI-driven automation, integrated with Zendesk, CRM systems, and internal APIs.

Qualifications

• Bachelor's degree in Computer Science, AI, Data Science, Software Engineering, or related field.
• 3+ years of relevant software engineering, AI/ML, or applied AI experience, with hands-on experience building AI applications.
• Hands-on experience working with LLM APIs and/or open-source LLMs.
• Practical experience with prompt engineering, RAG, embeddings/vector search, structured output, function/tool calling, and LLM evaluation.
• Strong understanding of REST APIs, JSON, authentication, and system integration.
• Experience building backend services or AI applications using frameworks such as FastAPI or equivalent.
• Ability to independently take a technical solution from prototype to production.
• Strong problem-solving skills and ability to understand business processes.

Responsibilities

• Design and develop AI Agents for Customer Service and operational use cases.
• Build agentic workflows involving reasoning, decision-making, tool calling, and multi-step task execution.
• Enable AI Agents to interact with internal systems through APIs, automation tools, and other integration mechanisms.
• Design appropriate human-in-the-loop and exception-handling mechanisms for higher-risk scenarios.
• Develop production-ready applications using commercial and/or open-source LLMs.
• Implement prompt engineering, structured outputs, function/tool calling, context management, and LLM orchestration.
• Design AI solutions for classification, summarization, information extraction, decision support, response generation, and workflow automation.

Skills

Experience in AI/ML

LLM APIs

Prompt engineering

RAG

REST APIs

JSON

System integration

Backend services

Independent prototyping to production

Education

Bachelor's degree in Computer Science / AI / Data Science / Software Engineering

Tools

FastAPI

Job description

Hytech is seeking a hands-on AI Engineer to design, build, and deploy production AI solutions within our Customer Service ecosystem. You will work with Customer Service, Automation, CRM, and Platform teams to translate business problems into scalable AI workflows.

Focus areas include AI Agents, LLM-powered workflows, knowledge retrieval (RAG), and AI-driven automation, integrated with Zendesk, CRM systems, and internal APIs.