AI Engineer: Customer Service Chatbots & Automation

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

Benefits offered by this job

Life Insurance

Team Building

Job summary

Zealgroup is seeking a senior specialist to lead the development, maintenance, and continuous optimization of AI customer service chatbots in a Kuala Lumpur setting. The role emphasizes reducing escalations and enhancing user satisfaction through robust tool management and seamless integrations.

You will collaborate with Product, Technology, and Customer Service teams, implement AI tools, and analyze data to continually improve service processes and system capabilities.

Qualifications

• Bachelor’s degree in CS/IS/AI or related field.
• 3–8 years in customer service systems or AI products.
• Hands-on experience building AI chatbots.
• Familiarity with Zendesk and core modules.
• Strong project management and collaboration skills.

Responsibilities

• Develop, maintain and optimize AI customer service chatbots.
• Manage customer service tools, ticketing workflows and knowledge base.
• Drive AI adoption and evaluate tools to improve service efficiency.
• Collaborate with Product, Technology, and CS teams.
• Coordinate with third-party systems and APIs for integration.
• Analyze data and feedback to optimize processes.

Skills

AI Chatbot

NLP

Data analysis

SQL

Python

API integration

Zendesk

Cross-functional collaboration

Education

Bachelor's degree

Tools

Zendesk configuration

APIs integration

Job description

Zealgroup is seeking a senior specialist to lead the development, maintenance, and continuous optimization of AI customer service chatbots in a Kuala Lumpur setting. The role emphasizes reducing escalations and enhancing user satisfaction through robust tool management and seamless integrations.

You will collaborate with Product, Technology, and Customer Service teams, implement AI tools, and analyze data to continually improve service processes and system capabilities.