Director, AI & Chatbot (Fintech)

TL;DR

Director, AI & Chatbot (Fintech): Leading the global conversational AI and bot intelligence strategy to scale automation and customer experience with an accent on NLP, LLM systems, and RAG architectures. Focus on transforming operational systems into data-driven intelligence layers, managing high-performing teams, and driving measurable business outcomes in a high-scale crypto environment.

Location: Onsite in Kuala Lumpur, Malaysia

Company

A leading global crypto exchange and developer of the hirify.global Wallet, providing access to crypto trading and decentralized applications.

What you will do

• Own the end-to-end performance of the global chatbot ecosystem, focusing on resolution rates and response quality.
• Apply deep expertise in NLP, intent classification, RAG, and prompt engineering to diagnose and optimize model behavior.
• Evolve bot operations into a data-driven intelligence system, including training data pipelines and performance feedback loops.
• Drive measurable gains in automation coverage and operational efficiency across 40+ markets.
• Act as the primary representative for bot intelligence, translating operational insights into technical requirements for Product and Engineering teams.
• Lead and develop a team of specialists, fostering a culture of technical curiosity and accountability.

Requirements

• 8+ years of experience in conversational AI/NLP/LLM systems within fintech, crypto, or high-scale digital platforms.
• 4+ years in senior leadership roles managing technical or AI-adjacent teams.
• Hands-on expertise in prompt engineering, RAG, training data frameworks, and model evaluation.
• Strong analytical skills with excellent English communication at technical and executive levels.
• Ability to influence cross-functional stakeholders in a fast-paced global environment.
• Mandarin fluency is preferred for supporting APAC stakeholders.

Nice to have

• Experience in crypto or trading platforms in high-growth environments.
• Hands-on experience establishing annotation standards and intent taxonomies.
• Experience piloting emerging LLM capabilities in production operational contexts.

Culture & Benefits

• Competitive remuneration package including base salary and yearly bonus.
• Comprehensive insurance coverage for employees and dependents.
• Annual training and wellness benefits of RM 3,500.
• Convenient office location near MRT TRX.
• Multinational working environment with opportunities for skill development and mentoring.