MY - CS - AI Engineer (Team Lead)
Zeal Group Open · verified Oct 22, 2026 On-site Kuala Lumpur Full-time Senior AI Engineering
At a glance
Senior AI Engineering role at Zeal Group. Kuala Lumpur · full-time.
Pay not stated AI Engineering salary
RoleAI Engineering
SenioritySenior
LocationKuala Lumpur
WorkplaceOn-site
EmploymentFull-time
PostedMay 18, 2026 · 5mo ago
Role brief
aimlroles summary, based on the employer's posting.
What you'll do
- Tune customer service chatbots to give better answers, reduce referrals to staff and improve customer satisfaction
- Maintain service tools such as Zendesk, ticket flows, automation rules and knowledge bases
- Select and introduce AI capabilities for customer support to make service more efficient and improve the user experience
- Coordinate project delivery with product, technology and customer service teams, plus third-party integrations and APIs
- Review service data and customer feedback to improve support processes and system capabilities
What you bring
- A bachelor's degree or higher, ideally in computer science, information systems or another related discipline
- Three to eight years in customer service systems, AI products or customer service operations
- Hands-on work building and managing chatbots or conversational AI
- Zendesk setup and maintenance experience, with knowledge of its core modules and customer service workflows
Who this fits
This senior, onsite role is based in Kuala Lumpur and suits someone who can lead AI chatbot work while improving customer service systems and operations. Team management experience in customer service is an advantage.
From the employer
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