CX AI Operations Engineer - Drive AI Resolution (Remote)

Reap; Kuala Lumpur; On-site; MYR 407,000 - 651,000; Full time

Benefits offered by this job

Annual leave

Health insurance

Remote work

Home office budget

Corporate Reap Card

Extra benefits

Job summary

Reap seeks a hands-on CX/AI Operations professional to own the AI agent development, improve IRR, and build tools for CX and Operations. You will ship workflows, test rigorously, and measure impact while collaborating with engineering and product teams in a fast-moving fintech environment.

You will own data-driven improvements, guardrails, and knowledge sources, with 80% focus on iterative refinement and 20% on strategic tool-building early on, then scaling across lines.

Qualifications

• 3+ years in customer experience operations, support operations, or related field.
• Hands-on experience configuring and improving an AI/automation agent in production.
• Strong analytical ability with data-driven problem solving.
• Comfort with low-code tools and basic scripting for automation.

Responsibilities

• Diagnose why the AI agent fails to resolve independently and improve it.
• Design, test, and ship natural language workflows to raise resolution rates.
• Maintain knowledge sources and configuration registry for clarity.
• Collaborate with Platform Engineering on MCP integrations and tool surfaces.
• Build internal AI tooling to scale CX and Operations efficiency.
• Own improvement roadmap and demonstrate IRR progress to leadership.

Skills

CX operations

AI agent experience

Analytics

Low-code

JavaScript

Tools

Lorikeet

MCP

n8n

Make

Zapier

Zendesk

Job description

Reap seeks a hands-on CX/AI Operations professional to own the AI agent development, improve IRR, and build tools for CX and Operations. You will ship workflows, test rigorously, and measure impact while collaborating with engineering and product teams in a fast-moving fintech environment.

You will own data-driven improvements, guardrails, and knowledge sources, with 80% focus on iterative refinement and 20% on strategic tool-building early on, then scaling across lines.