MY - AI Specialist

Zealgroup; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Benefits offered by this job

Life Insurances

Team Building

Job summary

Zealgroup is seeking a hands-on AI Infrastructure Engineer to build and scale the AI and automation stack within the Client Experience Department in Kuala Lumpur. You will own system architecture, RAG pipelines, and integrations across ticketing, telephony, and CRM.

The role requires strong Python development, experience with LangChain and LlamaIndex, and the ability to translate business needs into robust tech solutions, backed by data-driven performance metrics.

Qualifications

• Proficiency in Python for automation, data processing, and API development.
• Hands-on experience with LangChain, LlamaIndex and vector databases.
• Experience setting up enterprise SaaS environments, including authentication and permissions.
• Skills in SaaS integration via REST APIs and CPaaS/VoIP tools.
• Ability to validate system performance with data (latency, ROI).
• Zendesk experience is preferred.

Responsibilities

• Lead end-to-end setup of new operational systems and integrations.
• Architect and deploy RAG pipelines and custom LLM agents.
• Develop production-grade Python scripts to automate data flows.
• Own CX tool stack (Ticketing, Telephony/VoIP, CRM) integrations.
• Analyze system logs to prove ROI, accuracy and reliability.
• Translate business requirements into technical schemas and APIs.
• Maintain and optimize Zendesk-based CRM/ticketing ecosystem.

Skills

Python mastery

AI orchestration

Prompt engineering

Zendesk experience

Tools

LangChain

LlamaIndex

Vector databases

REST APIs

Job description

Role Overview

This is a technical, hands-on role reporting to the AI Lead. You will be responsible for building, maintaining, and scaling the AI and automation infrastructure within the Client Experience Department. The role involves managing standard SaaS platforms, architecting custom LLM solutions (RAG pipelines), and ensuring all technical implementations are supported by data-driven performance metrics and empirical proof.

Key Responsibilities

• System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., new ticketing instances, telephony entities, or CRM environments). You will be responsible for the initial configuration, data mapping, and integration.


• AI Development & RAG: Architect and deploy Retrieval-Augmented Generation (RAG) pipelines and custom LLM agents to enhance or replace standard SaaS AI features.


• Workflow Automation: Develop and maintain production-grade Python scripts to automate data flows and operational tasks across the department.


• Technical Stack Ownership: Act as the lead engineer for core CX tools (Ticketing, Telephony/VoIP, and CRM), ensuring seamless integration via APIs and webhooks.


• Data Validation: Extract and analyze system logs to provide empirical proof of ROI, accuracy, and system reliability.


• Technical Alignment: Coordinate with cross-functional teams to translate business requirements into technical logic, data schemas, and API documentation.


• System Maintenance: Maintain, troubleshoot, and continuously improve the CRM and ticketing ecosystem, primarily within Zendesk. Responsible for system health monitoring, workflow optimization, configuration updates, automation enhancements, user access management, and ensuring platform stability, performance, and scalability to support operational efficiency.

Requirements

• Python Mastery: Proficiency in Python for automation, data processing, and API development.


• AI Orchestration: Hands-on experience with LLM frameworks (LangChain, LlamaIndex) and vector databases.


• Infrastructure & System Setup: Proven experience in setting up enterprise-level SaaS environments from scratch, including user permissions, routing logic, and API authentication.


• Systems Integration: Knowledge of integrating SaaS platforms and communication tools (CPaaS/VoIP) via REST APIs.


• Analytical Rigor: Ability to use data to prove system performance (e.g., measuring hallucination rates, latency, or cost-savings).


• Prompt Engineering: Experience building and testing complex, logic-based prompt chains for production environments.


• Hands On Experience with Zendesk is preferred.

Benefits

What we can offer you:

• Life Insurances


• Team Building