Customer Experience Virtual Agent Intern

Jobtailor; Kuala Lumpur; On-site; MYR 17,000 - 28,000; Part time

Job summary

Jobtailor is seeking an intern to support GenAI initiatives within our Virtual Agent and Agent Assist programs in Kuala Lumpur. You will work with cross-functional teams to document use cases, flows and success metrics, while learning to refine prompts and testing plans.

Ideal candidates are undergraduates or recent graduates with strong analytical abilities, Excel/Sheets proficiency, and interest in data-driven customer experiences. This 6-month internship starts September in Malaysia.

Qualifications

• Strong problem-solving and analytical skills.
• Ability to turn data and observations into clear insights.
• Good project management and organisational abilities.
• Excellent written and verbal communication skills.
• Undergraduate student or recent graduate; 6-month internship from September.

Responsibilities

• Support end-to-end delivery across GenAI lifecycle for Virtual Agent and Agent Assist initiatives.
• Collaborate with CX operations, product, design, engineering, data/AI, QA and content teams.
• Document use cases, journeys, needs and acceptance criteria.
• Refine Virtual Agent conversation flows, prompts, fallbacks, escalations and routing.
• Validate and improve Agent Assist outputs including suggested answers, knowledge retrieval and summaries.
• Analyse conversation logs, contact drivers and agent feedback to identify pain points and automation opportunities.
• Curate utterances, intents and content; identify gaps and edge cases.
• Execute test planning, regression testing, UAT support and defect logging.
• Monitor KPIs including containment/resolution, transfer rate and CSAT.
• Maintain journey maps, intent catalogues, test scripts and release notes.
• Follow responsible AI, data privacy, security and compliance requirements.
• Propose experiments, measure outcomes and support iterative tuning.

Skills

GenAI Understanding

Analytical Skills

Project Management

SQL

Testing/QA Practices

Education

Undergraduate student

Tools

Excel

Google Sheets

Power BI

Tableau

Confluence

Jira

Job description

• Support end-to-end delivery across the GenAI lifecycle for Virtual Agent and Agent Assist initiatives
• Collaborate with CX operations, product, design, engineering, data/AI, QA, knowledge/content and business teams
• Document use cases, customer and agent journeys, functional needs and acceptance criteria
• Refine Virtual Agent conversation flows, prompts, fallbacks, escalations, handovers and routing
• Validate and improve Agent Assist outputs including suggested answers, knowledge retrieval, summaries and next-best actions
• Analyse conversation logs, contact drivers, transfer reasons and agent feedback to identify pain points and automation opportunities
• Curate and tag utterances, intents, entities and content; identify gaps, inaccuracies and edge cases
• Execute test planning, regression testing, UAT support and defect logging
• Monitor KPIs including containment/resolution, transfer rate, answer quality, agent adoption, time saved and CSAT
• Maintain journey maps, intent catalogues, test scripts, known-issues logs, release notes and playbooks
• Follow responsible AI, data privacy, security and compliance requirements
• Propose experiments, measure outcomes and support iterative tuning

Requirements

• Strong problem-solving and analytical skills
• Ability to turn data and observations into clear insights and actions
• Good project management and organisational abilities
• Ability to track tasks, risks, dependencies and deadlines
• Effective written and verbal communication skills
• Ability to document requirements and write clear summaries
• Strong time management and ability to manage multiple priorities
• Proactive, curious and eager to learn in a fast-paced digital environment
• Basic understanding of GenAI, chatbots/voicebots or digital customer journeys is an added advantage
• Comfortable with Excel or Google Sheets; SQL, Power BI or Tableau is a plus
• Experience with Confluence, Jira or structured testing/QA practices is an added advantage
• Open to undergraduate students and recent graduates
• Internship period of 6 months starting from September

Core Competencies

Demonstrates strong analytical and problem‑solving skills to support the GenAI lifecycle, focusing on virtual agent and agent assist initiatives. Proficient in project management, documentation, and effective communication to enhance customer and agent experiences.

Highest-signal resume keywords

• GenAI Understanding
• Analytical Skills
• Project Management
• SQL
• Testing/QA Practices

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Conversation Flow Refinement
• Test Planning
• Regression Testing
• UAT Support
• KPI Monitoring
• Documentation
• Automation Opportunities
• Customer Journey Mapping
• Content Curation

Soft Skills

• Problem‑Solving
• Organizational Abilities
• Effective Communication
• Time Management
• Proactive Learning

Industry Keywords

• Virtual Agent
• Agent Assist
• Customer Experience
• Data Privacy
• Compliance
• Chatbots
• Voicebots
• Digital Customer Journeys

Tools & Technologies

• Excel
• Google Sheets
• Power BI
• Tableau
• Confluence
• Jira