AI Engineer (Team Lead)

Responsibilities

• Develop, maintain, and optimize AI Customer Service Chatbots to improve response quality and reduce human escalation rates
• Manage customer service tools including Zendesk, internal help desk systems, and ticketing workflows
• Drive AI adoption by evaluating and implementing suitable AI tools and model capabilities
• Collaborate with Product, Technology, and Customer Service teams for project execution
• Coordinate third-party system and API integrations for automation initiatives
• Analyze customer service data and user feedback to optimize processes

Requirements

• Bachelor’s degree in Computer Science, AI, Data Analytics, or related field
• 3–8 years of experience in customer service systems, AI products, or operations
• Hands-on experience building and managing Conversational AI solutions
• Familiarity with Zendesk platform configuration and maintenance
• Knowledge of LLMs such as OpenAI, Claude, or Gemini
• Proficiency in API and SaaS system integration
• Strong data analysis skills
• Experience with SQL, Python, or automation tools is an advantage

Preferred Qualifications

• Experience in finance, trading, internet, or SaaS industries
• Experience supporting multilingual customer service operations
• Experience with AI Agents, RAG (Retrieval-Augmented Generation), or Knowledge Base development
• Previous customer service team management experience

Benefits

• Life Insurances
• Team Building