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Maxis

Customer Experience Intern

Maxis

. Support end-to-end delivery across the GenAI lifecycle for Virtual Agent and Agent Assist initiatives .

Posted 9/29/2026internshipMalaysiaEntry LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical and problem-solving capabilities to enhance Virtual Agent and Agent Assist initiatives, while effectively managing projects and collaborating with cross-functional teams to deliver seamless customer experiences.

Highest-signal resume keywords
GenAI UnderstandingData AnalysisProject ManagementDocumentation SkillsQuality Assurance

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Data AnalysisConversation Flow RefinementUse Case DocumentationAcceptance Criteria DefinitionKPI MonitoringRegression TestingUAT SupportAutomation Opportunity IdentificationCustomer Journey MappingIntent Cataloguing
Soft Skills
Problem-SolvingOrganizational AbilitiesEffective CommunicationTime ManagementProactive Learning
Tools & Technologies
ExcelGoogle SheetsSQLPower BITableauConfluenceJira
Industry Keywords
Virtual AgentAgent AssistChatbotsVoicebotsCustomer ExperienceData PrivacyComplianceDigital 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 cross-functionally to deliver seamless experiences across channels and touchpoints
  • Translate business priorities into actionable requirements by documenting use cases, customer/agent journeys, functional needs, and acceptance criteria
  • Improve Virtual Agent experiences by refining conversation flows, prompts, fallbacks, escalation/handovers and routing
  • Enhance Agent Assist by validating and improving suggested answers, knowledge retrieval, summaries, next-best actions and disposition support
  • 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; flag gaps, inaccuracies and edge cases
  • Execute QA and release readiness activities including test planning, regression testing, UAT support and defect logging
  • Monitor KPIs such as containment/resolution, transfer rate, answer quality, agent adoption, time saved and CSAT; share weekly recommendations
  • Maintain journey maps, intent catalogues, test scripts, known issues logs, release notes and playbooks
  • Follow data privacy, security and compliance requirements and flag responsible AI risks
  • Propose experiments, measure outcomes and support iterative tuning to improve customer and agent experience

Requirements

What you’ll need
  • Strong problem-solving and analytical skills; able to turn data and observations into clear insights and actions
  • Good project management and organisational abilities; comfortable tracking tasks, risks, dependencies and deadlines
  • Effective written and verbal communication skills; able to document requirements, write clear summaries, and work with diverse stakeholders
  • Strong time management with the ability to manage multiple priorities and deliver consistently
  • Proactive, curious and eager to learn in a fast-paced digital environment; takes ownership and follows through
  • Basic understanding of GenAI, chatbots/voicebots, or digital customer journeys
  • Comfortable with data tools (Excel/Google Sheets; SQL/Power BI/Tableau is a plus)
  • Experience with documentation/ticketing tools (e.g., Confluence, Jira) or structured testing/QA practices
  • Open to undergraduate students and recent graduates seeking industry experience
  • Internship period: 6 months starting from October

Benefits

Comp & perks
  • Internship opportunity with a holistic, end-to-end learning experience across the GenAI value chain
  • Exposure to Virtual Agent and Agent Assist use cases in a real customer experience environment
  • Opportunity to collaborate with cross-functional teams including CX operations, product, design, engineering, data/AI, QA, knowledge/content and business teams
  • Industry experience
  • Digital interview opportunity for shortlisted applicants