AI APPLICATION ENGINEER

OneBullEx is a crypto futures exchange startup designed for speed, reliability, and innovation. Our platform offers advanced futures trading capabilities, including AI-powered 300 SPARTANS trading bots for automated, high-precision strategies. With cutting-edge AI and machine learning tools, we deliver real-time performance even during high-volatility market conditions. We combine a user-focused interface with transparent risk management, empowering traders to navigate the fast-moving digital asset markets with confidence.
We are now looking for a talented AI Application Engineer to join our team and drive the design, implementation, and expansion of our AI-driven customer service and automation systems.

BASIC QUALIFICATIONS

• Bachelor’s degree or above (preferred majors: Information Systems, Operations Management, Linguistics, or related fields)
• Familiarity with Zendesk or similar customer service platforms (Intercom, Freshdesk, Salesforce Service Cloud)
• 1+ years’ experience in intelligent customer service, process design, or workflow automation
• Proficient in flow design tools (e.g. Zendesk Flow Builder, process-mapping tools)
• Hands-on experience applying LLMs and AI agents in practical projects
• Deep understanding of Agentic AI concepts and their role in task automation
• Strong logical thinking, user experience sensitivity, and excellent cross-department collaboration skills

PREFERRED QUALIFICATIONS

• Data analysis skills for optimising workflows based on support metrics
• Experience in crypto exchanges, DeFi, or fintech environments is a strong plus

KEY RESPONSIBILITIES

• Dialogue Flow Design & Management – Design, build, and maintain intelligent conversation flows using Zendesk Flow Builder, including smart ticket routing strategies
• Integrate FAQs and core exchange content into the Zendesk AI system to optimise automated response logic and knowledge base templates
• Deploy simple and complex automation flows using Zendesk AI Agent Essential & Advanced modules (including Make API Call functionality)
• Cross-Functional Collaboration – Work with data analysts to refine conversation paths based on user behaviour; collaborate with content teams to ensure AI replies are accurate, consistent, and timely
• Human-AI Collaboration Design – Define seamless escalation logic for AI-to-human handoffs, ensuring complex issues are transferred efficiently
• Customer Service Process Setup – Map user problem scenarios, build standardised workflows, and streamline resolution paths

FUTURE RESPONSIBILITIES

• SOP Development & Process Optimisation – Contribute to end-to-end operational flow design across exchange functions (deposits/withdrawals, security verification, trading processes), and help establish a complete SOP framework
• AI Module Expansion Across Teams – Extend AI automation from support to other departments (risk control, BD, operations), and design interconnected AI workflows to boost overall operational efficiency