Artificial Intelligence (AI) Specialist - Contract

QUESS SINGAPORE; Singapore; On-site; SGD 100,000 - 140,000; Full time

Job summary

QUESS SINGAPORE is seeking an AI Strategy & Implementation leader to shape how AI transforms customer service across channels. You will drive strategy, deploy AI-powered solutions, and collaborate with regional teams to scale Generative AI across journeys.

Responsibilities include governance, analytics, stakeholder engagement, and change management to ensure ethical, compliant, and measurable impact on CX.

Qualifications

• Bachelor’s degree in any discipline with AI-enabled customer-service ops experience.
• 4+ years in AI, automation, customer service tech, or related roles.
• Experience implementing AI-powered solutions like chatbots, virtual assistants, and Generative AI.

Responsibilities

• Develop and execute AI strategies to improve customer service operations.
• Lead deployment of AI-powered solutions across channels and platforms.
• Collaborate with technical teams to integrate AI with CRM, ticketing, and engagement platforms.
• Monitor performance using CX metrics and build dashboards for impact.

Skills

AI strategy

Customer tech

Data analysis

Stakeholder mgmt

Korean language

Education

Bachelor's degree

Tools

Salesforce

Microsoft Dynamics 365

ServiceNow

Zendesk

Job description

AI Strategy & Implementation

• 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.

Customer Experience Optimization

• 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.

Data & Analytics

• 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.

Stakeholder Engagement

• 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.

Governance & Risk Management

• Ensure responsible and ethical use of AI technologies.
• 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.

Required 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.