AI Engineer
Summary
Senior AI Strategist at HyTech to lead AI-driven transformation of fintech operations and customer service, designing solutions for KYC, payments, and client support workflows.
About Hytech
Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle- and back-office support, to empower our clients with streamlined operations and cutting-edge strategies.
With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, Dubai and more.
Role Overview We are hiring a senior AI Strategist to support the transformation of Operations and Customer Service functions, including Client Support, KYC/onboarding, payments, Risk Operations, and Back Office processes The role focuses on identifying high-impact opportunities where AI can improve service quality, response efficiency, client satisfaction, and operation scalability. The successful candidate will work closely internal AI teams and external vendors to deliver practical, scalable solutions that enhance both client experience and internal efficiency.
Key Responsibilities Define and drive AI initiatives across Operations & Customer Service, aligned with business and service excellence goals Identify and prioritize use cases across: Client support automation and resolution efficiency KYC, onboarding, and verification process Payment operations and transaction monitoring Complaint handling and service recovery Internal workflow automation and productivity
Translate business needs into structured execution plans, including: Use case definition Solution design (in collaboration with AI team) Vendor evaluation and selection Implementation roadmap
Work as a subject matter expert, taking full ownership of execution and delivery with minimal supervision Work closely with internal stakeholders including AI, data ,compliance, risk, product, and engineering teams Manage external AI vendors and service provider, including performance tracking and delivery quality Oversee full lifecycle delivery from concept through deployment and continuous optimization Drive adoption of AI tools and workflows with customer service and Operations teams Establish frameworks for knowledge management, process standardization, and service automation
Required Experience 3-5 years of hands-on experience in AI development, Background in one or more of the following Customer Service / Client Support Operations / Back Office KYC / Onboarding / Compliance Operations Payments / Transaction Operations
Demonstrated experience in: Service quality improvement / Process optimization and operational efficiency
Strong understanding of: Client service workflows in brokerage environments Operational risks, compliance requirement and client life cycle processes
Practical experience using AI tools to improve service delivery, automation, or operational workflows Ability to work across business and technical teams and drove implementation through to completion
Role Overview We are hiring a senior AI Strategist to support the transformation of Operations and Customer Service functions, including Client Support, KYC/onboarding, payments, Risk Operations, and Back Office processes The role focuses on identifying high-impact opportunities where AI can improve service quality, response efficiency, client satisfaction, and operation scalability. The successful candidate will work closely internal AI teams and external vendors to deliver practical, scalable solutions that enhance both client experience and internal efficiency.
Key Responsibilities Define and drive AI initiatives across Operations & Customer Service, aligned with business and service excellence goals Identify and prioritize use cases across: Client support automation and resolution efficiency KYC, onboarding, and verification process Payment operations and transaction monitoring Complaint handling and service recovery Internal workflow automation and productivity
Translate business needs into structured execution plans, including: Use case definition Solution design (in collaboration with AI team) Vendor evaluation and selection Implementation roadmap
Work as a subject matter expert, taking full ownership of execution and delivery with minimal supervision Work closely with internal stakeholders including AI, data ,compliance, risk, product, and engineering teams Manage external AI vendors and service provider, including performance tracking and delivery quality Oversee full lifecycle delivery from concept through deployment and continuous optimization Drive adoption of AI tools and workflows with customer service and Operations teams Establish frameworks for knowledge management, process standardization, and service automation
Required Experience 3-5 years of hands-on experience in AI development, Background in one or more of the following Customer Service / Client Support Operations / Back Office KYC / Onboarding / Compliance Operations Payments / Transaction Operations
Demonstrated experience in: Service quality improvement / Process optimization and operational efficiency
Strong understanding of: Client service workflows in brokerage environments Operational risks, compliance requirement and client life cycle processes
Practical experience using AI tools to improve service delivery, automation, or operational workflows Ability to work across business and technical teams and drove implementation through to completion