Customer Experience Virtual Agent and Agent Assist Intern

Menara Maxis; Kuala Lumpur; On-site; MYR 9,000 - 13,000; Full time

Job summary

Maxis is seeking a Customer Experience GenAI Intern to join Malaysia. The role covers the full GenAI lifecycle—ideation, discovery, delivery, measurement and optimisation—driving faster, simpler, and more consistent customer experiences.

You will collaborate with CX operations, product, design, engineering, data/AI, QA and knowledge teams to convert priorities into actionable requirements, refine agent flows and support continuous improvement.

Qualifications

• Strong problem solving and analytical abilities; translate data into insights.
• Good project management and organisational skills; manage tasks and deadlines.
• Clear written and verbal communication with diverse stakeholders.
• Willingness to learn in a fast-paced digital environment and take ownership.
• Basic understanding of GenAI, chatbots or digital customer journeys is a plus.

Responsibilities

• Support GenAI lifecycle activities from ideation to rollout and optimisation.
• Collaborate across CX operations, product, design, engineering, data/AI, QA and content teams.
• Document use cases, journeys, and acceptance criteria; align stakeholders.
• Assist in refining Virtual Agent and Agent Assist experiences for faster resolutions.
• Track performance KPIs and contribute to weekly improvement recommendations.
• Maintain knowledge artifacts and assist in QA/test activities.

Skills

GenAI basics

Analytical thinking

Documentation

PM fundamentals

Communication

Confluence

Jira

Excel

Tools

Confluence

Jira

Excel

Power BI

Job description

Are you ready to get ahead in your career? We want to empower you to turn your ambitions into achievements. We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others. Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world. To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

Maxis is scaling GenAI-powered customer experiences to deliver faster, simpler and more consistent support across our key engagement touchpoints. This internship exists to accelerate the development and continuous improvement of two critical capabilities: Virtual Agent: Supports customers before they reach a live agent by resolving common enquiries, guiding journeys and routing customers correctly, reducing customer effort and improving speed to resolution. Agent Assist: Supports live agents during interactions by surfacing relevant knowledge, suggested responses, summaries and next-best actions - improving accuracy, consistency and first-time resolution. As a Customer Experience Virtual Agent and Agent Assist Intern, you will contribute across the full GenAI lifecycle (ideation, discovery, delivery, measurement and optimisation). Your work will help Maxis drive meaningful outcomes - higher digital adoption and resolution, improved agent productivity, and stronger customer satisfaction - while ensuring experiences remain user-centric, reliable and aligned to business priorities.

Key Responsibilities

• Support end-to-end delivery across the GenAI lifecycle (ideation, discovery, build, testing, rollout and optimisation) for Virtual Agent and Agent Assist initiatives.
• Collaborate cross-functionally with CX operations, product, design, engineering, data/AI, QA, knowledge/content and business teams to deliver seamless experiences across channels and touchpoints.
• Translate business priorities into actionable requirements by documenting use cases, customer/agent journeys, functional needs, and acceptance criteria; support alignment across stakeholders.
• Improve Virtual Agent (pre-agent) experiences by helping refine conversation flows, prompts, fallbacks, escalation/handovers and routing to increase resolution/containment and reduce customer effort.
• Enhance Agent Assist (during live interactions) by helping validate and improve GenAI outputs such as suggested answers, knowledge retrieval, summaries, next-best actions and disposition support for faster, more accurate resolutions.
• Analyse customer and agent signals (conversation logs, contact drivers, transfer reasons, agent feedback) to identify pain points, automation opportunities and priority fixes with clear impact rationale.
• Support training data and knowledge quality by curating/tagging utterances, intents, entities and content; flag gaps, inaccuracies and edge cases to improve coverage and answer quality.
• Execute QA and release readiness activities including test planning, regression testing, UAT support, and defect logging with clear evidence, severity and reproduction steps.
• Track and communicate performance insights by monitoring KPIs (e.g., containment/resolution, transfer rate, answer quality, agent adoption, time saved, CSAT) and sharing weekly recommendations.
• Maintain documentation and operational artefacts such as journey maps, intent catalogues, test scripts, known issues logs, release notes and playbooks to support consistent delivery and scaling.
• Support responsible AI and governance by following data privacy, security and compliance requirements, and flagging risks such as hallucinations, unsafe responses, bias, or policy misalignment.
• Drive continuous improvement by proposing experiments (e.g., prompt variants), measuring outcomes, and supporting iterative tuning to improve customer and agent experience.

Preferred Skills / Qualifications

• Strong problem-solving and analytical skills; able to turn data and observations into clear insights and actions.
• Good project management and organisational abilities; comfortable tracking tasks, risks, dependencies and deadlines.
• Effective written and verbal communication skills; able to document requirements, write clear summaries, and work with diverse stakeholders.
• Strong time management with the ability to manage multiple priorities and deliver consistently.
• Proactive, curious and eager to learn in a fast-paced digital environment; takes ownership and follows through.

Added Advantage

• Basic understanding of GenAI, chatbots/voicebots, or digital customer journeys.
• Comfortable with data tools (Excel/Google Sheets; SQL/Power BI/Tableau is a plus).
• Experience with documentation/ticketing tools (e.g., Confluence, Jira) or structured testing/QA practices.

Internship period: 6 months starting from Sep Open to undergraduate students and recent graduates seeking industry experience.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance - regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

Tomorrow Begins Today

We are the leading integrated telco in Malaysia, connecting people and businesses to a world of possibilities.

Tomorrow Begins Today, as we make aspiration achievable today with reliable connectivity and simple experiences.

We deeply believe that the key element to our success has always been our people.

Culture

To realise our shared vision to become Malaysia's leading converged solutions company, we have embedded the language of commitment, performance, and possibilities to embody our culture values. Our #SimplyMaxis culture encompasses four values which are 'Keep It Simple', 'Focus On Real Customer Needs', 'Go For Gold', and 'Celebrate Winning Together'.

Watch these videos and hear from our people who live and breathe our #SimplyMaxis culture.