MY - CS - AI Engineer (Team Lead)

<h3>Job Responsibilities</h3><ul>
<li>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</li>
<li>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</li>
<li>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</li>
<li>Collaborate closely with Product, Technology, and internal Customer Service teams to drive project implementation and execution</li>
<li>Coordinate with third-party systems and APIs to support customer service system integration and automation initiatives</li>
<li>Analyze customer service data and user feedback to continuously optimize customer service processes and system capabilities</li>
</ul><h2>Requirements</h2><h3>Mandatory Requirements</h3><ul>
<li>Bachelor’s degree or above, preferably in Computer Science, Information Systems, Artificial Intelligence, Data Analytics, or related fields</li>
<li>3–8 years of experience in customer service systems, AI products, or customer service operations</li>
<li>Hands-on experience in building and managing AI Chatbot / Conversational AI solutions</li>
<li>Familiarity with Zendesk platform configuration, maintenance, and core modules</li>
<li>Strong understanding of customer service workflows and operational frameworks</li>
<li>Strong project management and cross-functional collaboration skills</li>
</ul><h3>Technical Skills</h3><ul>
<li>Familiar with at least one AI / NLP / LLM application scenario</li>
<li>Knowledge of large language models and platforms such as OpenAI, Claude, Gemini, etc.</li>
<li>Familiar with API integration and SaaS system integration</li>
<li>Strong data analysis skills with the ability to drive optimization through data insights</li>
<li>Experience with SQL, Python, or automation tools is an advantage</li>
</ul><h3>Preferred Qualifications</h3><ul>
<li>Experience in finance, trading platforms, internet, or SaaS industries</li>
<li>Experience supporting multilingual customer service operations</li>
<li>Experience with AI Agent, RAG (Retrieval-Augmented Generation), or Knowledge Base development</li>
<li>Customer service team management experience is a plus</li>
</ul><h2>Benefits</h2><h2>What we can offer you:</h2><ul>
<li>Life Insurances</li>
<li>Team Building</li>
</ul>