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.
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.
About the role
This role will lead the optimization and innovation of Hytech's Zendesk and AI-driven systems, ensuring they scale effectively and improve end-to-end service efficiency. The System Management Specialist will manage daily system performance, troubleshoot issues, and drive enhancements based on data insights and stakeholder needs. They will also support key initiatives in automation, AI, and workflow improvement, directly elevating user experience, operational performance, and business value.
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.
- 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.
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.
