# MY - CS - AI Engineer (Team Lead)

**Company:** [Zeal Group](http://jobs.workable.com/companies/dc5EH8GvqmpfxZUC46wv67.md)
**Location:** Kuala Lumpur, Malaysia
**Workplace:** on site
**Employment type:** Full-time
**Department:** Customer service

[Apply for this job](http://jobs.workable.com/view/f0ea72d9-74c3-4f45-acc4-819764c1881b)

## 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