MY - CS - AI Engineer (Team Lead)
Kuala Lumpur
- Level
- Lead
Not stated in the posting: salary, work type, visa.
Open. First seen 5 October 2026.
About the role
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
What this role asks for
Particular to this role
NLP · RAG
Rare in Zeal Group's other 9 open postings.
Standard for data science / ML roles
LLM · Python
Common in data science / ML postings at any company.
In most of Zeal Group's ads
SQL
Named in most of its open postings, whatever the role.
Compared with Zeal Group's other open jobs.
The team: Customer service
This role is one of 3 open in Customer service.
WHAT THE TEAM WORKS WITH, ACROSS ITS POSTINGS
LLM (2 of 3), Python (2 of 3), RAG (2 of 3), SQL (2 of 3)
OTHER ROLES ON THIS TEAM
- MY - CS - Data Analyst posted May 6
- MY - AI Specialist posted Mar 24
From the team and dates on Zeal Group's own job board.
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