Reporting to the Technical Services and Delivery Operation in Kuala Lumpur, Malaysia, this role is responsible for developing an intelligent contact center for the client.
The team is currently implementing contact center projects for clients in Malaysia using the Huawei AICC (Artificial Intelligence Contact Center) platform, which is integrated with Intelligent Agent Workspace and Intelligent Quality Assurance systems. The aim is to create AI-driven customer service solutions that emphasize localized support and global collaboration.

Position Overview:
We are looking for a skilled Analyst / Trainer to join our team in Malaysia. This role acts as the main contact at client sites, providing support for AI Model Training and maintaining the Knowledge Base and bridge communication between local clients, our Malaysia operations, and China HQ, and play a key part in ensuring project stability and supporting future growth in Malaysia and the APAC region.

Key Responsibilities:

• Project Needs Analysis:
  • Analyze business requirements thoroughly, design and optimize dialog flows for intelligent products such as customer service, outbound calling, IVR, and agent assistance, to help ensure products address customer needs in various scenarios.
• AI Model Training:
  • Apply Natural Language Processing (NLP), regular expressions, and related technologies to train and fine-tune models for text and speech bots, with the aim of improving recognition accuracy, comprehension, and response quality.
• Knowledge Base Maintenance:
  • Develop and update customer knowledge bases, including FAQs, task engines, and casual chats, to enable robots to answer user questions accurately and efficiently.
• Operational Data Analysis:
  • Use data analysis tools to monitor and assess the usage and performance of intelligent products, provide recommendations for improvement, and assist with their implementation.
• Cross-Departmental Collaboration:
  • Communicate with sales, pre-sales, product managers, and technical departments to coordinate the promotion and implementation of intelligent projects.

Qualifications:

• Minimum 2 years’ experience as an AI trainer or similar role; familiar with intelligent product operations.
• Fluent in English (Professional English Level 8 or IELTS 6.0+), with strong comprehension, writing skills, and client communication abilities.
• Chinese (Mandarin) communication and writing is a plus.
• Able to handle pressure and accept overseas travel and fieldwork.
• Experience in customer service, outbound calls, IVR, or agent assistance preferred.
• Knowledge of Baidu Unit customer service products is an advantage.