Manpower Malaysia Hiring! Full Time AI Operations Specialist in Federal Territory - Ricebowl

ABOUT THE CLIENT

Our client is a leading global digital payments and financial technology organization with a strong presence across global. The organization focused on delivering innovative digital solutions and exceptional customer experiences.

JOB RESPONSIBILITIES

AI Performance Analysis & Optimization

• Review, analyze, and tag AI-customer interactions to identify trends, performance gaps, and opportunities for improvement.
• Conduct root cause analysis on AI conversation failures and recommend solutions to improve chatbot accuracy, logic, and knowledge management.
• Evaluate AI model performance, capabilities, and limitations across various customer scenarios.
• Perform customer-centric testing by simulating real-world use cases and edge-case scenarios to improve response quality, reliability, and user experience.
• Monitor AI performance metrics and contribute to continuous optimization initiatives.

AI Solutioning & Project Implementation

• Support end-to-end AI implementation and process improvement projects.
• Gather and analyze business requirements, operational data, and customer insights to define project scope and objectives.
• Develop Business Requirement Documents (BRDs), Standard Operating Procedures (SOPs), and workflow documentation.
• Conduct User Acceptance Testing (UAT) and coordinate with stakeholders to ensure successful deployment and adoption of AI solutions.
• Integrate business knowledge and operational requirements into AI training and optimization processes to improve customer support outcomes.

Team Empowerment & Cross-Functional Collaboration

• Share knowledge and best practices related to AI implementation, prompt engineering, conversational design, and operational excellence.
• Collaborate closely with product, technology, operations, and business teams to align project objectives and resolve challenges.
• Provide recommendations to improve AI workflows, customer journeys, and service delivery processes.
• Demonstrate ownership by proactively identifying opportunities for improvement and driving initiatives to completion.

JOB REQUIREMENTS

Education & Experience

• Bachelor's Degree or higher in Business, Computer Science, Information Technology, Finance, Engineering, or a related field.
• Minimum 3 years of experience in customer service operations, customer experience, business operations, AI projects, process improvement, or related functions.
• Industry experience within Cross-Border E-commerce, International Trade, Banking, Financial Services, Technology, or related sectors is highly preferred.
• Experience supporting AI-powered customer service platforms, conversational AI solutions, chatbots, or AI implementation projects.

Technical Knowledge

• Strong understanding of AI concepts, including Large Language Models (LLMs), Prompt Engineering, Tokens, AI Skills, MCP, and conversational AI frameworks.
• Hands-on experience designing, optimizing, or supporting AI agents, chatbots, automation workflows, or intelligent customer service solutions.
• Familiarity with AI performance analysis, conversation review, root cause analysis, and AI optimization methodologies.
• Experience in workflow mapping, process optimization, and operational efficiency initiatives.

Project & Business Analysis Skills

• Experience gathering business requirements, developing Business Requirement Documents (BRDs), Standard Operating Procedures (SOPs), and process documentation.
• Experience supporting User Acceptance Testing (UAT), project implementation, and stakeholder coordination activities.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend practical solutions.

Communication & Collaboration

• Excellent verbal and written communication skills in English.
• Strong stakeholder management and cross-functional collaboration capabilities.
• Ability to work effectively with product, technology, operations, and business teams in a dynamic environment.

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