AI-First Participant Operations Architect

Payment Network Malaysia; Malaysia; On-site; MYR 90,000 - 150,000; Full time

Job summary

Payment Network Malaysia is seeking an AI-First Participant Operations Specialist to design and operate an AI-native participant support model. You will build agentic workflows, manage knowledge, and automate processes to scale Open Finance participant operations in Malaysia.

You will own participant support, SLA monitoring, ticket management, and a culture of continuous improvement through data-driven insights, governance, and cross-functional collaboration.

Qualifications

• This role requires building AI-native operations from scratch with a builder mindset.
• Experience designing agentic workflows and AI-driven knowledge management.
• Ability to balance automation with governance, risk, and participant experience.

Responsibilities

• Design and build end-to-end AI-enabled participant operations models and workflows.
• Create multi-agent workflows where agents retrieve knowledge, analyze information, and execute tasks.
• Own participant support operations, service desk performance, SLA monitoring, and ticket management.
• Develop and maintain the operational knowledge layer with SOPs, playbooks, and FAQs.
• Develop AI-powered automation to improve speed, reliability, and consistency of support.
• Analyze service trends and automation effectiveness for continuous improvement.
• Define governance to ensure AI processes remain accurate, secure, and auditable.
• Support onboarding, go-live activities, and ongoing production operations.
• Collaborate with Product, Technology, Cybersecurity, Risk, Governance, and participants.

Skills

AI agents

Automation

Workflow orchestration

Human-AI collaboration

Tools

Microsoft Copilot Studio

Azure AI

OpenAI APIs

Power Automate

n8n

Make

Job description

Payment Network Malaysia is seeking an AI-First Participant Operations Specialist to design and operate an AI-native participant support model. You will build agentic workflows, manage knowledge, and automate processes to scale Open Finance participant operations in Malaysia.

You will own participant support, SLA monitoring, ticket management, and a culture of continuous improvement through data-driven insights, governance, and cross-functional collaboration.