AI Customer Experience Architect

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is seeking an AI Strategy & Implementation lead to develop and execute AI strategies across customer service operations.

You will deploy AI-powered solutions, including chatbots and agent copilots, and collaborate with CRM and ticketing systems to improve customer journeys. The role emphasizes governance, risk management, and multilingual AI capabilities across Asia-Pacific markets, with strong requirements in Korean-language communications and cross-functional

Qualifications

• Bachelor’s degree in any discipline, with relevant experience in AI-enabled customer-service operations, chatbot management, data analysis or technology project coordination.
• 4+ years of experience in AI, automation, customer service technology, digital transformation, or related roles.
• Experience implementing and optimizing AI-powered solutions such as chatbots, virtual assistants, agent assist tools, and Generative AI applications.
• Good understanding of the chatbot lifecycle, including implementation, knowledge-base management, testing, monitoring, optimisation and issue resolution.
• Strong understanding of customer service operations, customer journey management, and customer experience best practices.
• Experience in working with teams in Quality Assurance and Analysis
• Experience with CRM and customer service platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, or similar solutions.
• Knowledge of Large Language Models (LLMs), prompt engineering, AI governance, and responsible AI principles.
• Strong analytical, problem-solving, project management, and stakeholder management skills.
• Excellent verbal and written communication skills.
• High professional proficiency in Korean (written and spoken) is required, as the role involves regular business communication and communication of technical concepts with colleagues and clients who predominantly communicate in Korean.
• Experience with Microsoft Copilot, Azure AI Services, OpenAI, Google Gemini, Amazon Bedrock, or similar AI platforms.
• Experience developing multilingual AI solutions, including Korean-language conversational AI, chatbot training, prompt design, and knowledge management.
• Knowledge of Python, SQL, Power BI, data analytics, and workflow automation tools.
• AI, cloud, customer experience, or data analytics certifications.
• Experience working in international or regional customer service environments across Asia-Pacific markets.

Responsibilities

• Develop and execute AI strategies to improve customer service operations.
• Lead the deployment of AI-powered solutions, including chatbots, virtual assistants, agent copilots, and automated workflow tools.
• Identify opportunities to leverage Generative AI and Machine Learning technologies across customer journeys.
• Collaborate with technical teams to integrate AI solutions with CRM, ticketing, and customer engagement platforms.
• Analyze customer interactions and operational data to identify improvement opportunities.
• Enhance customer self-service capabilities through AI-driven knowledge management and intelligent search solutions.
• Improve response times, first-contact resolution, and customer satisfaction through automation initiatives.
• Design customer-centric AI experiences that maintain empathy, accuracy, and brand consistency.
• Monitor AI solution performance using key operational and customer experience metrics.
• Build dashboards and reporting frameworks to measure business impact.
• Conduct root-cause analysis and continuously optimize AI models and workflows.
• Use customer insights and feedback to drive ongoing improvements.
• Serve as the subject matter expert for AI within Customer Service.
• Partner with business leaders to evaluate emerging AI capabilities and use cases.
• Facilitate workshops, training sessions, and change management initiatives.
• Communicate technical concepts effectively to both technical and non-technical stakeholders.
• Establish AI governance standards, controls, and best practices.
• Monitor solution accuracy, bias, security, compliance, and data privacy requirements.
• Support risk assessments and regulatory compliance activities.

Education

Bachelor’s degree in any discipline

Tools

Salesforce

Microsoft Dynamics 365

ServiceNow

Zendesk

Python

SQL

Power BI

Azure AI Services

OpenAI

Google Gemini

Amazon Bedrock

Microsoft Copilot

Job description

QUESSCORP SINGAPORE PTE. LTD. is seeking an AI Strategy & Implementation lead to develop and execute AI strategies across customer service operations.

You will deploy AI-powered solutions, including chatbots and agent copilots, and collaborate with CRM and ticketing systems to improve customer journeys. The role emphasizes governance, risk management, and multilingual AI capabilities across Asia-Pacific markets, with strong requirements in Korean-language communications and cross-functional