Beyondsoft Malaysia Hiring! Full Time AI Operations Assistant in - Ricebowl

Job Responsibilities:

1. 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.

2. AI Solutioning & Project Implementation

• End-to-End Project Support: Assist in AI solutioning projects aimed at service and process improvement. This includes:

o Gathering and analyzing data to define project scope.

o Writing Business Requirement Documents (BRDs).

o Developing Standard Operating Procedures (SOPs) for AI-human handoffs and workflows.

o 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.

3. 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.

Essential Requirements:

• Education: Bachelor’s degree or above

• Industry Experience: At least 3 years of experience in customer service projects within Cross-Border E-commerce, International Trade, Banking, Computer Science or Finance. You must understand the nuances of customer inquiries, compliance, and workflows in these sectors.

• AI Project Experience: Prior experience with AI intelligent customer service systems or other AI implementation projects

• Strong Conceptual AI Understanding: Proficient in AI concepts like Prompts, Tokens, Skills, MCP, LLM etc.

Technical & Operational Skills

• Hands-on AI Implementation: Expert Prompt Engineer with a proven track record of designing and building AI agents, conversational chatbots, and complex automation workflows.

• Process Improvement: Experience in mapping workflows, identifying inefficiencies, and designing scalable solutions.

• Problem-Solving: Ability to raise questions from the customer's perspective and provide tangible solutions.

Soft Skills & Mindset

• Proactive & Responsible: A strong sense of ownership, willingness to take responsibility, and a bias for action.

• Strong Learning Ability: Quick to learn new business knowledge and technical tools to better train the robot.

• Teamwork & Coordination: Strong ability to collaborate in a complex organization and coordinate with diverse stakeholders.

• Comfort with Ambiguity: Possesses a growth-oriented mindset suited for R&D environments, where navigating ambiguity and learning from iterative processes are key to success.