AI Solutions,Senior Project Manager (Sales & Customer experience)

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions) EPOS, part of its global merchant payment services Antom, is a leading Point-of-Sale (POS) digital solutions provider based in Singapore, dedicated to helping Small and Medium Enterprises (SMEs) digitize and grow their businesses in a cost-effective and scalable way.

Our EPOS innovative solutions are trusted by businesses across more than 60 industries, with a strong focus on the F&B and Retail sectors. We pride ourselves on our robust technology and product capabilities, enabling us to tailor solutions to meet the unique needs of each merchant — from independent businesses to major enterprises operating 50+ outlets and 100+ POS terminals.

At EPOS, customer obsession is in our DNA through the power of digital innovation. Join us as we continue to empower and digitalize SMEs across Asia.

Job Summary

This is a newly created position help EPOS build a next-gen AI customer service agent and automate our sales inbound flow. You will get to work on cutting-edge technologies to redefine our EPOS merchant experience.

As a Senior Manager, Ops AI Digitalisation (Sales & Customer service) you will drive the adoption and integration of AI solutions across our sales inbound funnel and customer contact center operations (For a start, our Malaysia market).

This role will play a critical part in leveraging AI-driven tools (such as chatbots, virtual agents, sales enablement tools) to enhance customer experience, streamline sales processes, and improve customer agent productivity.

This is what your job scope will be...

AI Strategy & Implementation

• Design, develop, and implement AI-powered solutions to optimize sales inbound processes and customer service workflows.
• Integrate AI-driven chatbots, conversational agents, and virtual assistants across multiple channels (voice, chat, email, etc.).
• Lead the conceptualisation, technical design, and vendor integration from POC to production
• Work closely with stakeholders to identify use cases and prioritize AI driven improvements.

Sales & Lead Optimization

• Deploy AI tools to enhance lead scoring, routing, and engagement.
• Automate sales follow ups and enable real time personalization in inbound sales journeys.
• Implement predictive analytics to forecast customer needs and sales trends.

Customer Contact Center Transformation

• Implement AI solutions to improve agent productivity (e.g., AI assisted call summaries, next-best-action recommendations).
• Introduce self-service AI capabilities to reduce call volume and improve response times.
• Analyze and optimize AI assisted workflows for better KPIs (AHT, FCR, CSAT).

Continuous Improvement & Data Insights

• Monitor performance metrics of AI tools and fine tune algorithms for accuracy and efficiency.
• Train staff and customer agents on leveraging AI driven tools effectively.
• Collaborate with IT and vendors to ensure smooth deployment and integration of AI solutions.

We would to love hear from you if...

• You have a Bachelor’s degree in Computer Science, AI/ML, Information Systems, Business, or related field.
• You have previous work experience (Ideally 3 years) experience in AI implementation within sales or call center environments.
• You have experience in conversational AI design, LLM (Large Language Model), NLP (Natural Language Processing), and workflow automation.
• You are proficient with AI and automation tools (e.g., ChatGPT API, Salesforce Einstein, Zendesk AI, Genesys AI, or similar platforms).
• You have understanding of CRM (i.e Hubspot tool) and call center technologies.
• You have have a analytical mindset with experience using data and AI-driven insights to improve processes.
• You are a strong team player, have strong communication, project management & stakeholder management skills
• You’re driven, self motivated, independent and committed to success.
• You’re open minded, enthusiastic and willing to learn
• You have an entrepreneurial mindset - you must be comfortable rolling up your sleeves to get things done

Preferred Skills:

• Experience with RPA (Robotic Process Automation) tools (e.g., UiPath, Automation Anywhere).
• Familiarity with cloud platforms (AWS, Azure AI, or Google Cloud AI).

Prior experience in sales enablement or customer experience transformation.

Knowledge of voice AI technologies and call center telephony integrations.