Job Description

Edunexa AI Sdn. Bhd. is seeking a Knowledge Engineer to manage, write, and optimize content for AI chatbots. The role focuses on analyzing user conversation logs, identifying points of user confusion, and updating chatbot responses and knowledge sources to ensure accurate, logical, and culturally localized interactions.

Job Requirements

Responsibilities

• Conversation Optimization & Logic Design
  • Analyze user chat logs: review large volumes of conversational interactions to identify misinterpreted intents and user drop-off points.
  • Redesign problem flows: map logical, friction-free messaging paths to resolve recurring user confusion and guide users toward successful outcomes.
  • Continuous testing & tuning: test revised response paths in sandbox/staging environments to ensure new content triggers accurately before full deployment.
• Knowledge Base & Content Operations
  • Input & structure data: draft, format, and upload clear, structured information into the AI knowledge repository (databases, intent mapping software, or spreadsheets).
  • Audit knowledge assets: conduct regular quality assurance audits on existing responses to verify factual accuracy, eliminating outdated or conflicting information.
  • Standardize response quality: ensure automated outputs adhere to formatting guidelines, clarity standards, and correct grammar.
• Localization & Language Intent Decoding
  • Decipher informal inputs: interpret user messages written in informal, conversational Malay, local slang, abbreviations, or mixed-language (Manglish/Bahasa Rojak) text.
  • Context mapping: map informal inputs to the correct structural intent so the AI recognizes user queries regardless of phrasing.
  • Localized tone crafting: write culturally relevant, localized responses that feel natural and approachable to regional users.
• Cross-Functional Collaboration
  • Product & tech alignment: work alongside developers and product leads to report recurring system edge cases, bugs, or technical intent misfires.
  • Performance tracking: track key operational metrics (e.g., resolution rates, intent accuracy, user satisfaction scores) to measure the impact of content updates.

Skills