Customer Experience Virtual Agent Intern

Maxis

GenAI customer-experience intern improving Maxis virtual-agent and agent-assist solutions. Supporting conversational design, QA, analytics and responsible-AI optimisation for Malaysia’s integrated telco.

Posted 8/7/2026internshipKuala Lumpur • 🇲🇾 MalaysiaEntry LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical and problem-solving skills to support the GenAI lifecycle, focusing on virtual agent and agent assist initiatives. Proficient in project management, documentation, and effective communication to enhance customer and agent experiences.

Highest-signal resume keywords

GenAI UnderstandingAnalytical SkillsProject ManagementSQLTesting/QA Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisConversation Flow RefinementTest PlanningRegression TestingUAT SupportKPI MonitoringDocumentationAutomation OpportunitiesCustomer Journey MappingContent Curation

Soft Skills

Problem-SolvingOrganizational AbilitiesEffective CommunicationTime ManagementProactive Learning

Tools & Technologies

ExcelGoogle SheetsPower BITableauConfluenceJira

Industry Keywords

Virtual AgentAgent AssistCustomer ExperienceData PrivacyComplianceChatbotsVoicebotsDigital Customer Journeys

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Support end-to-end delivery across the GenAI lifecycle for Virtual Agent and Agent Assist initiatives
Collaborate with CX operations, product, design, engineering, data/AI, QA, knowledge/content and business teams
Document use cases, customer and agent journeys, functional needs and acceptance criteria
Refine Virtual Agent conversation flows, prompts, fallbacks, escalations, handovers and routing
Validate and improve Agent Assist outputs including suggested answers, knowledge retrieval, summaries and next-best actions
Analyse conversation logs, contact drivers, transfer reasons and agent feedback to identify pain points and automation opportunities
Curate and tag utterances, intents, entities and content; identify gaps, inaccuracies and edge cases
Execute test planning, regression testing, UAT support and defect logging
Monitor KPIs including containment/resolution, transfer rate, answer quality, agent adoption, time saved and CSAT
Maintain journey maps, intent catalogues, test scripts, known-issues logs, release notes and playbooks
Follow responsible AI, data privacy, security and compliance requirements
Propose experiments, measure outcomes and support iterative tuning

Requirements

What you’ll need

Strong problem-solving and analytical skills
Ability to turn data and observations into clear insights and actions
Good project management and organisational abilities
Ability to track tasks, risks, dependencies and deadlines
Effective written and verbal communication skills
Ability to document requirements and write clear summaries
Strong time management and ability to manage multiple priorities
Proactive, curious and eager to learn in a fast-paced digital environment
Basic understanding of GenAI, chatbots/voicebots or digital customer journeys is an added advantage
Comfortable with Excel or Google Sheets; SQL, Power BI or Tableau is a plus
Experience with Confluence, Jira or structured testing/QA practices is an added advantage
Open to undergraduate students and recent graduates
Internship period of 6 months starting from September

Benefits

Comp & perks

Holistic learning experience with end-to-end exposure to the GenAI value chain
Industry experience
Digital interview opportunity for shortlisted applicants
Inclusive, diverse and collaborative culture
Equal employment opportunity regardless of ethnicity, gender, age, education, religion, nationality or physical ability