AI Engineer

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape. Our client portfolio includes top global trading platforms and leading crypto exchanges.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond

Role Overview

We are hiring a senior AI Strategist to support the transformation of Operations and Customer Service functions, including Client Support, KYC/Onboarding, Payments, Risk Operations, and Back Office processes.

The role focuses on identifying high-impact opportunities where AI can improve service quality, reduce efficiency, and operational scalability. The successful candidate will work closely with internal AI teams and external vendors to deliver practical, scalable solutions that enhance both client experience and internal efficiency.

Key Responsibilities

• Define and drive AI initiatives across Operations & Customer Service, aligned with business and service excellence goals
• Work as subject matter expert, taking full ownership of execution and delivery with minimal supervision
• Work closely with internal stakeholders, including AI, data, compliance, risk, product, and engineering teams
• Manage external AI vendors and service providers, including performance tracking and delivery quality
• Oversee full lifecycle delivery from concept through deployment and continuous optimisation
• Drive adoption of AI tools and workflow within Customer Service and Operations teams
• Establish frameworks for knowledge management, process standardisation, and service automation 

Translate business needs into structured execution plans, including:

1. Use case definition
2. Solution design (in collaboration with AI teams)
3. Vendor evaluation and selection
4. Implementation roadmap

Identify and prioritise use cases across:

1. Client support automation and resolution efficiency
2. KYC, onboarding, and verification processes
3. Payment operations and transaction monitoring
4. Complaint handling and service recovery
5. Internal workflow automation and productivity

Required Experience

• 5–8 years of hands-on experience in AI development
• Background in one or more of the following: (Customer Service / Client Support, Operations / Back Office, KYC / Onboarding / Compliance Operations, Payments / Transaction Operations)
• Practical experience using AI tools to improve service delivery, automation, or operational workflows
• Ability to work across business and technical teams, and drive implementation through to completion

Demonstrated experience in:

• Service quality improvement
• Process optimisation and operational efficiency

Strong understanding of:

• Client service workflows in brokerage environments
• Operational risk, compliance requirements, and client lifecycle processes

Preferred Experience

• Experience with ticketing systems (e.g., Zendesk, Freshdesk), CRM platforms, and workflow tools
• Exposure to automation tools and AI-enabled customer service solutions
• Experience working with internal AI or engineering teams
• Experience managing external vendors or technology providers
• Familiarity with concepts such as:
• Conversational AI (chatbots, voicebots)
• Intelligent document processing (IDP / automation)
• Workflow automation and orchestration
• Knowledge base systems and AI-assisted support

What We Offer

• Easy access to public transportation (LRT & KTM).
• Transportation allowance.
• Corporate insurance coverage, including dental, optical, and outpatient claims.
• Gym and fitness claims.
• Ongoing training and development opportunities.
• Exposure to exciting projects that support career growth and professional development.