HytechisaleadingmanagementconsultingfirmheadquarteredinAustraliaandSingapore,specialisingindigitaltransformationforfintechandfinancialservicesorganisations.Wedeliverend-to-endconsultingservicesandproviderobustmiddle-andback-officesolutionsthatenableourclientstooptimiseoperations,enhanceefficiency,andstayaheadinafast-evolvingdigitallandscape.
Withmorethan2,000professionalsworldwide,Hytechhasastrongandgrowinginternationalpresence,withofficesacrossAustralia,Singapore,Malaysia,Taiwan,thePhilippines,Thailand,Morocco,Cyprus,Dubai,andbeyond.
Abouttherole
ThisrolewillleadtheoptimizationandinnovationofHytech'sZendeskandAI-drivensystems,ensuringtheyscaleeffectivelyandimproveend-to-endserviceefficiency.TheSystemManagementSpecialistwillmanagedailysystemperformance,troubleshootissues,anddriveenhancementsbasedondatainsightsandstakeholderneeds.Theywillalsosupportkeyinitiativesinautomation,AI,andworkflowimprovement,directlyelevatinguserexperience,operationalperformance,andbusinessvalue.
Job Responsibilities
- Lead the design, setup, and continuous optimization of chatbot solutions aligned with business and customer experience needs.
- Own end-to-end chatbot creation and configuration, including conversation flows, intents, responses, and escalation logic.
- Apply AI technologies (e.g. NLP, machine learning, generative AI) to improve chatbot accuracy, efficiency, and response quality through ongoing training and refinement.
- Drive AI initiatives related to chatbot learning, analytics, and future AI capability development.
- Integrate chatbots with existing systems, including customer support and CRM platforms such as Zendesk.
- Collaborate with internal stakeholders to gather requirements, resolve issues, and deliver system and chatbot improvements.
- Monitor chatbot performance, analyze conversation data, and implement data-driven enhancements.
- Design and implement automation solutions to improve operational efficiency and reduce manual effort.
- Maintain clear documentation for chatbot configurations, AI models, integrations, and processes.
- Support system integrations, issue resolution, and other relevant technology initiatives as required.
Qualifications and Requirements
- Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or a related field.
- Minimum 2 years of experience in chatbot development, automation, or AI-enabled systems.
- Hands-on experience with chatbot setup, training, and optimization, including intent management and conversation design.
- Strong understanding of AI, NLP, or machine learning concepts, particularly in conversational AI.
- Proven experience driving or supporting AI initiatives and translating them into practical business use cases.
- Experience integrating chatbots with customer support platforms or CRM systems.
- Zendesk experience is an added advantage, particularly for chatbot integration and workflow configuration.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Excellent collaboration and stakeholder management capabilities.
- Experience in fintech or fast-paced technology environments is a plus.
WhatWeOffer
- Easyaccesstopublictransportation(LRT&KTM).
- Transportationallowance.
- Corporateinsurancecoverage,includingdental,optical,andoutpatientclaims.
- Gymandfitnessclaims.
- Ongoingtraininganddevelopmentopportunities.
- Exposuretoexcitingprojectsthatsupportcareergrowthandprofessionaldevelopment.
