AI Performance Analysis & Optimization

Conversation Tagging & Analysis daily: Review and tag AI-customer interactions to identify patterns, errors, and opportunities for improvement.
Root Cause Identification: Analyze failure points in AI conversations, summarize root causes, and identify bottlenecks in the AI's logic or knowledge base.
Model Capability Assessment: Maintain a deep understanding of the underlying AI models' mechanisms and limitations. Evaluate how well the AI handles specific queries and propose improvements based on its technical constraints.
Customer-Centric Testing: Proactively test the AI from a customer's perspective, raising critical questions and simulating edge cases to ensure robustness and empathy in responses.

AI Solutioning & Project Implementation
End-to-End Project Support: Assist in AI solutioning projects aimed at service and process improvement. This includes:
- Gathering and analyzing data to define project scope.
- Writing Business Requirement Documents (BRDs).
- Developing Standard Operating Procedures (SOPs) for AI-human handoffs and workflows.
- Conducting User Acceptance Testing (UAT) and liaising with internal stakeholders until successful rollout.
Business Knowledge Integration: Continuously learn and integrate core business knowledge (especially in Payments/Customer Support) into the AI's training data to enhance accuracy and relevance.

Team Empowerment & Collaboration
Knowledge Sharing: Leverage your past AI training and implementation experience to upskill the team. Share best practices in prompt engineering, AI ethics, and operational efficiency.
Cross-Functional Coordination: Work closely with product, tech, and operations teams to solve problems, clarify requirements, and ensure alignment on project progress and objectives.
Proactive Ownership: Take initiative in daily tasks, anticipate operational needs, and drive results without waiting for direction.

Jawatan Kosong Customer Experience Engineer di Bandar Kuala Lumpur - November 2026

Urus Pemberitahuan

AI Operations Assistant

AI Assistant