AI Engineer - Customer Service

About the role

Hytech, a management consulting firm with offices in Australia and Singapore and more than 2,000 professionals worldwide, is looking for a hands-on AI Engineer to design, build and deploy practical AI solutions within its Customer Service ecosystem. The role focuses on production-ready AI, not research or pure model training, and works closely with Customer Service, Automation, CRM and Platform teams to turn operational pain points into effective AI solutions.

Key responsibilities

• Design and develop AI Agents for Customer Service and operational use cases, including agentic workflows with reasoning, decision-making, tool calling and multi-step task execution.
• Integrate AI Agents with internal systems via APIs, automation tools and other mechanisms, and design human-in-the-loop and exception-handling mechanisms for higher-risk scenarios.
• Build production-ready applications using commercial and/or open-source LLMs, applying prompt engineering, structured outputs, function/tool calling, context management and LLM orchestration.
• Design AI solutions for classification, summarization, information extraction, decision support, response generation and workflow automation, evaluating models on accuracy, latency, cost, security and business needs.
• Design and improve RAG-based knowledge retrieval systems, working with Customer Service knowledge, SOPs, policies and FAQs, and improving retrieval quality, grounding, citation, chunking, metadata and knowledge accuracy.
• Manage AI use cases independently from business problem identification through to continuous improvement in production.