Senior AI Platform Engineer - Customer Experience
On-site · Ho Chi Minh City, Ho Chi Minh City (HCMC), Vietnam
Job Summary
Senior AI Platform Engineer for Customer Experience focused on architecting and building AI-powered CX solutions. Design, engineer, and ship production AI systems that reduce manual workload, improve time-to-resolution, and boost customer satisfaction within CX operations spanning air-gapped, OT, and mission-critical environments. You will own initiatives from conceptualization to production, including an agentic AI support agent, knowledge engineering, self-service experiences for OT environments, adoption analytics, and AI-driven workflows that extend existing CX platforms. The role requires cross-functional collaboration with Support, Customer Success, Product, and Engineering, strong software/system design, and the ability to operate in a matrix structure with leadership alignment. Travel internationally with emphasis on the US. Requires 3–8 years of experience, Python proficiency, LLMs/RAG/vector databases, experience shipping production AI systems, and a Bachelor’s or Master’s degree in a related field.
Required Qualifications
- Bachelor’s or Master’s degree in Computer Science, AI, Data Science, or a related field
- 3–8 years of software or AI/ML engineering experience with production AI systems
- Fluency in Python and hands-on experience with LLMs, RAG, prompt engineering, vector databases, and AI orchestration frameworks
- Experience building AI-enabled applications (e.g., chatbots, recommendation systems, automation tools)
- Ability to define success, instrument metrics, and adjust based on data
- Strong software system design and data engineering foundation
- Ability to communicate with senior leadership and translate technical work into business outcomes
- Willing and able to travel internationally; emphasis on the United States
- Experience in cybersecurity, cloud security, or OT/industrial security environments (preferred)
- Familiarity with CX platforms and support operations (preferred)
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.