Support end-to-end delivery across the GenAI lifecycle (ideation, discovery, build, testing, rollout and optimisation) for Virtual Agent and Agent Assist initiatives
Collaborate cross-functionally with CX operations, product, design, engineering, data/AI, QA, knowledge/content and business teams
Translate business priorities into actionable requirements by documenting use cases, customer/agent journeys, functional needs, and acceptance criteria
Improve Virtual Agent experiences by helping refine conversation flows, prompts, fallbacks, escalation/handovers and routing
Enhance Agent Assist by helping validate and improve GenAI outputs
Analyse customer and agent signals to identify pain points and automation opportunities
Support training data and knowledge quality by curating/tagging utterances, intents, entities and content
Execute QA and release readiness activities including test planning, regression testing, UAT support, and defect logging
Track and communicate performance insights by monitoring KPIs and sharing weekly recommendations
Maintain documentation and operational artefacts
Support responsible AI and governance by following data privacy, security and compliance requirements

Open to undergraduate students and recent graduates seeking industry experience
Basic understanding of GenAI, chatbots/voicebots, or digital customer journeys
Comfortable with data tools (Excel/Google Sheets; SQL/Power BI/Tableau is a plus)
Experience with documentation/ticketing tools (e.g., Confluence, Jira) or structured testing/QA practices

Maxis

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