{"id":2599533,"url":"https://alion.io/job/hytech-technology-pte-ltd-ai-engineer","title":"AI Engineer","company":{"id":3803615,"name":"Hytech","domain":"hytechc.com","url":"https://alion.io/company/hytechc","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Moka","truth_index":null},"role":"AI/ML","role_family":"AI/ML","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":true}],"status":"live","first_seen_at":"2026-10-13T18:57:46Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T19:30:39Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Hytech\nHytech 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.\nWith 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.\nRole Overview\nWe 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.\nThe role focuses on identifying high-impact opportunities where AI can improve service quality, response efficiency, client satisfaction, 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.\nKey Responsibilities\nDefine and drive AI initiatives across Operations & Customer Service, aligned with business and service excellence goals\nIdentify and prioritize use cases across:\nClient support automation and resolution efficiency\nKYC, onboarding, and verification processes\nPayment operations and transaction monitoring\nComplaint handling and service recovery\nInternal workflow automation and productivity\nTranslate business needs into structured execution plans, including:\nUse case definition\nSolution design (in collaboration with AI teams)\nVendor evaluation and selection\nImplementation roadmap\nWork as a subject matter expert, taking full ownership of execution and delivery with minimal supervision\nWork closely with internal stakeholders, including AI, data, compliance, risk, product, and engineering teams\nManage external AI vendors and service providers, including performance tracking and delivery quality\nOversee full lifecycle delivery from concept through deployment and continuous optimization\nDrive adoption of AI tools and workflows within Customer Service and Operations teams\nEstablish frameworks for knowledge management, process standardization, and service automation\nKey Performance Indicators\nFirst response time and resolution time\nClient satisfaction (CSAT) and Net Promoter Score (NPS)\nTicket resolution rate and automation rate\nCost per support ticket / operational cost per client\nOnboarding completion time and KYC turnaround time\nPayment processing efficiency and error rate\nReduction in manual workload and operational headcount dependency\nCandidate Profile\nRequired Experience\n3-5 years of hands-on experience in AI development.\nBackground in one or more of the following:\nCustomer Service / Client Support\nOperations / Back Office\nKYC / Onboarding / Compliance Operations\nPayments / Transaction Operations\nDemonstrated experience in:\nService quality improvement\nProcess optimization and operational efficiency\nStrong understanding of:\nClient service workflows in brokerage environments\nOperational risks, compliance requirements, and client lifecycle processes\nPractical experience using AI tools to improve service delivery, automation, or operational workflows\nAbility to work across business and technical teams, and drive implementation through to completion\nPreferred Experience\nExperience with ticketing systems (e.g., Zendesk, Freshdesk), CRM platforms, and workflow tools\nExposure to automation tools and AI-enabled customer service solutions\nExperience working with internal AI or engineering teams\nExperience managing external vendors or technology providers\nFamiliarity with concepts such as:\nConversational AI (chatbots, voicebots)\nIntelligent document processing (KYC automation)\nWorkflow automation and orchestration\nKnowledge base systems and AI-assisted support\nPersonal Attributes\nStrong service mindset with focus on client experience\nData-driven and outcome-oriented approach\nStructured, execution-focused thinking\nAbility to translate complex operational challenges into scalable solutions\nComfortable operating in a fast-paced, high-volume environment\nStrong stakeholder management and cross-functional communication skills\nAdditional Context\nThis role sits within Operations & Customer Service and works closely with client-facing and support teams.\nAI is expected to be applied as a practical tool to improve service quality, operational scalability, and cost efficiency, rather than as a standalone technical function.\nWhat We Offer\nEasy access to public transportation (LRT & KTM).\nTransportation allowance.\nCorporate insurance coverage, including dental, optical, and outpatient claims.\nGym and fitness claims.\nOngoing training and development 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