Zeal Group

Multi-asset trading technology group

AI Specialist

AI Application EngineeringConfirmed live in the last 24 hours

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia$96k - $144kIn-person

About the Job

Requirements

Proficiency in Python for automation, data processing, and API development.
Hands-on experience with LLM frameworks such as LangChain and LlamaIndex, and vector databases.
Proven experience setting up enterprise-level SaaS environments from scratch, including user permissions, routing logic, and API authentication.
Knowledge of integrating SaaS platforms and communication tools such as CPaaS and VoIP via REST APIs.
Ability to use data to prove system performance, including measuring hallucination rates, latency, or cost savings.
Experience building and testing complex, logic-based prompt chains for production environments.

Responsibilities

Lead the end-to-end setup of new operational systems, such as ticketing instances, telephony entities, or CRM environments, including initial configuration, data mapping, and integration.
Architect and deploy Retrieval-Augmented Generation pipelines and custom LLM agents to enhance or replace standard SaaS AI features.
Develop and maintain production-grade Python scripts to automate data flows and operational tasks across the department.
Own core customer experience tools—ticketing, telephony/VoIP, and CRM—and ensure seamless integration via APIs and webhooks.
Extract and analyze system logs to provide empirical proof of return on investment, accuracy, and system reliability.
Coordinate with cross-functional teams to translate business requirements into technical logic, data schemas, and API documentation.
Maintain, troubleshoot, and continuously improve the CRM and ticketing ecosystem, primarily within Zendesk, including system health monitoring, workflow optimization, configuration updates, automation enhancements, user access management, and ensuring platform stability, performance, and scalability.

Desired Qualifications

Hands-on experience with Zendesk.

MY - AI Specialist

Zeal Group · Kuala Lumpur, Malaysia · Full-time · Posted 2026-03-24

Salary: unknown currency 96,000–144,000

Workplace: on_site

Department: Customer service

Description

Role Overview

This is a technical, hands-on role reporting to the AI Lead. You will be responsible for building, maintaining, and scaling the AI and automation infrastructure within the Client Experience Department. The role involves managing standard SaaS platforms, architecting custom LLM solutions (RAG pipelines), and ensuring all technical implementations are supported by data-driven performance metrics and empirical proof.

Key Responsibilities

System Architecture & Setup: Lead the end-to-end setup of new operational systems (e.g., new ticketing instances, telephony entities, or CRM environments). You will be responsible for the initial configuration, data mapping, and integration.
AI Development & RAG: Architect and deploy Retrieval-Augmented Generation (RAG) pipelines and custom LLM agents to enhance or replace standard SaaS AI features.
Workflow Automation: Develop and maintain production-grade Python scripts to automate data flows and operational tasks across the department.
Technical Stack Ownership: Act as the lead engineer for core CX tools (Ticketing, Telephony/VoIP, and CRM), ensuring seamless integration via APIs and webhooks.
Data Validation: Extract and analyze system logs to provide empirical proof of ROI, accuracy, and system reliability.
Technical Alignment: Coordinate with cross-functional teams to translate business requirements into technical logic, data schemas, and API documentation.
System Maintenance: Maintain, troubleshoot, and continuously improve the CRM and ticketing ecosystem, primarily within Zendesk. Responsible for system health monitoring, workflow optimization, configuration updates, automation enhancements, user access management, and ensuring platform stability, performance, and scalability to support operational efficiency.

Requirements

Python Mastery: Proficiency in Python for automation, data processing, and API development.
AI Orchestration: Hands-on experience with LLM frameworks (LangChain, LlamaIndex) and vector databases.
Infrastructure & System Setup: Proven experience in setting up enterprise-level SaaS environments from scratch, including user permissions, routing logic, and API authentication.
Systems Integration: Knowledge of integrating SaaS platforms and communication tools (CPaaS/VoIP) via REST APIs.
Analytical Rigor: Ability to use data to prove system performance (e.g., measuring hallucination rates, latency, or cost-savings).
Prompt Engineering: Experience building and testing complex, logic-based prompt chains for production environments.
Hands On Experience with Zendesk is preferred.

Benefits

What we can offer you:

Life Insurances
Team Building

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Apply at Zeal Group

About the Company

Zeal Group

Multi-asset trading technology group

Zeal Group operates as a group of regulated financial institutions and trading-technology businesses. It provides multi-asset trading platforms, execution, liquidity, market data, and related services for retail and institutional participants. In practice, technology and commercial teams operate alongside risk, compliance, operations, finance, and customer support. The profile is Zeal Group and avoids implying that trading products are suitable for every user. Roles span software engineering, product, dealing, quantitative work, compliance, sales, marketing, and business operations.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: London, United Kingdom
Founded: 2017

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