General Information Req # WD00081832 Career area: Information Technology Country/Region: Malaysia State: Wilayah Persekutuan Kuala Lumpur City: Kuala Lumpur Date: Friday, May 9, 2025 Working time: Full-time Additional Locations:  * Malaysia Why Work at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. 
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub. Description and Requirements

Key Responsibilities

Chatbot Lifecycle Management Own the daily operations of Lenovo’s multilingual AI chatbot (e.g., web, mobile app), including feature rollout, user feedback integration, and continuous improvement of NLP-driven workflows. Localize chatbot interactions for diverse cultural contexts (e.g., Southeast Asia, Middle East, Europe), ensuring compliance with regional business practices and language nuances. Data-Driven Optimization Monitor KPIs such as first-contact resolution rate, user satisfaction (CSAT), and escalation-to-human rate, generating actionable insights to refine AI models. Conduct A/B testing and user journey analysis to optimize conversation flows, intent recognition, and multilingual knowledge base accuracy. Cross-Functional Collaboration Partner with AI engineers to prioritize model training needs and enhance semantic understanding for low-resource languages (e.g., Bahasa Malaysia, Arabic dialects). Collaborate with regional CX teams to align chatbot capabilities with local customer support scenarios (e.g., warranty claims, e-commerce troubleshooting). User Adoption & Innovation Design onboarding strategies (e.g., in-app guides, UX microcopy) to improve chatbot adoption rates in new markets. Explore AI/ML trends (e.g., sentiment analysis, voice-enabled interfaces) to future-proof chatbot solutions.

Requirements

Essential Qualifications Bachelor’s degree in Computer Science, AI, Business Analytics, or related fields. 5+ years of hands-on experience in AI product operations, preferably with chatbots or NLP platforms (e.g., Dialogflow, Watson Assistant). Proficiency in data tools (SQL, Tableau, Power BI) and agile project management frameworks. Core Competencies Deep understanding of NLP technologies and multilingual localization challenges. Strong communication skills in English (business fluent); proficiency in Mandarin or Bahasa Malaysia is a plus. Ability to thrive in a multicultural environment with stakeholders across APAC, EMEA, and Americas. Preferred Skills Experience with AI ethics and compliance (e.g., GDPR, ASEAN data privacy regulations). Familiarity with Lenovo’s global product ecosystem or B2C tech support workflows.

Additional Locations:  * Malaysia * Malaysia