MY - CS - AI Engineer (Team Lead)

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
• Familiari