MY - CS - AI Engineer (Team Lead)
Zeal Group· Customer service
About this 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
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
What we can offer you:
- Life Insurances
- Team Building
Frequently Asked Questions
Is the salary disclosed for the MY - CS - AI Engineer (Team Lead) position at Zeal Group?
The salary for this MY - CS - AI Engineer (Team Lead) role at Zeal Group is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the MY - CS - AI Engineer (Team Lead) position at Zeal Group located?
This MY - CS - AI Engineer (Team Lead) role at Zeal Group is based in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the MY - CS - AI Engineer (Team Lead) role at Zeal Group full-time or part-time?
This is listed as a Full time position. It is posted as a MY - CS - AI Engineer (Team Lead) role in the Customer service department at Zeal Group.
Which team or department does the MY - CS - AI Engineer (Team Lead) at Zeal Group belong to?
This MY - CS - AI Engineer (Team Lead) position is part of the Customer service department at Zeal Group. See the full job description for more information about the team structure and responsibilities.
How do I apply for the MY - CS - AI Engineer (Team Lead) position at Zeal Group?
Click the "Apply Now" button on this page. You will be redirected to Zeal Group's official application portal hosted on workable where you can submit your application directly.
When was the MY - CS - AI Engineer (Team Lead) job at Zeal Group posted?
This MY - CS - AI Engineer (Team Lead) position at Zeal Group was posted on May 18, 2026. Apply as soon as possible — early applications are often reviewed first.
MY - CS - AI Engineer (Team Lead)
Zeal Group
You'll be redirected to Zeal Group's official application page on workable.