MY - CS - AI Engineer (Team Lead)

Zealgroup; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Life Insurance

Team Building

Job summary

Zealgroup is seeking a senior specialist to lead the development, maintenance, and continuous optimization of AI customer service chatbots in a Kuala Lumpur setting. The role emphasizes reducing escalations and enhancing user satisfaction through robust tool management and seamless integrations.

You will collaborate with Product, Technology, and Customer Service teams, implement AI tools, and analyze data to continually improve service processes and system capabilities.

Qualifications

• Bachelor’s degree in CS/IS/AI or related field.
• 3–8 years in customer service systems or AI products.
• Hands-on experience building AI chatbots.
• Familiarity with Zendesk and core modules.
• Strong project management and collaboration skills.

Responsibilities

• Develop, maintain and optimize AI customer service chatbots.
• Manage customer service tools, ticketing workflows and knowledge base.
• Drive AI adoption and evaluate tools to improve service efficiency.
• Collaborate with Product, Technology, and CS teams.
• Coordinate with third-party systems and APIs for integration.
• Analyze data and feedback to optimize processes.

Skills

AI Chatbot

NLP

Data analysis

SQL

Python

API integration

Zendesk

Cross-functional collaboration

Education

Bachelor's degree

Tools

Zendesk configuration

APIs integration

Job description

Job Responsibilities

• Responsible for the development, maintenance, and continuous optimization of AI Customer Service Chatbots, including improving bot response quality, reducing escalation-to-human rates, and enhancing customer satisfaction
• Manage customer service-related tools and platforms, including but not limited to Zendesk, internal help desk systems, ticketing workflows, automation rules, and knowledge base configurations
• Drive AI adoption in customer service scenarios by evaluating and implementing suitable AI tools, platforms, or model capabilities to improve service efficiency and user experience
• Collaborate closely with Product, Technology, and internal Customer Service teams to drive project implementation and execution
• Coordinate with third-party systems and APIs to support customer service system integration and automation initiatives
• Analyze customer service data and user feedback to continuously optimize customer service processes and system capabilities

Requirements

Mandatory Requirements

• Bachelor’s degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics, or related fields
• 3–8 years of experience in customer service systems, AI products, or customer service operations
• Hands-on experience in building and managing AI Chatbot / Conversational AI solutions
• Familiarity with Zendesk platform configuration, maintenance, and core modules
• Strong understanding of customer service workflows and operational frameworks
• Strong project management and cross-functional collaboration skills

Technical Skills

• Familiar with at least one AI / NLP / LLM application scenario
• Knowledge of large language models and platforms such as OpenAI, Claude, Gemini, etc.
• Familiar with API integration and SaaS system integration
• Strong data analysis skills with the ability to drive optimization through data insights
• Experience with SQL, Python, or automation tools is an advantage

Preferred Qualifications

• Experience in finance, trading platforms, internet, or SaaS industries
• Experience supporting multilingual customer service operations
• Experience with AI Agent, RAG (Retrieval-Augmented Generation), or Knowledge Base development
• Customer service team management experience is a plus

Benefits

What we can offer you:

• Life Insurances
• Team Building