Senior AI Platform Engineer - Customer Experience

OPSWAT , a global leader in IT, OT , and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life. The position This is an architect-and-build role: you'll design, engineer, and ship AI systems that change how OPSWAT's customers get support and value from our platform. Our CX organization serves some of the world's most security-conscious enterprises in air-gapped, OT, and mission-critical environments. Your mission: use AI to cut manual CX workload while raising customer satisfaction. You'll work in a matrix structure, aligning with the SVP of Customer Experience on priorities and reporting to the Head of Enterprise Applications & Digital Transformation for platform governance. Performance is split 50/50 between delivery quality and technical excellence. What you’ll own Agentic AI Support Agent : Ship an agent that autonomously resolves cases from docs, KB, and historical data; triages and escalates the rest to engineers with full context; learns from every outcome. Documentation & Knowledge Engineering : Build AI tools that generate and improve customer-facing docs and self-help content via LLMs, RAG, and semantic search. Self-Service for OT: Design conversational AI and guided remediation purpose-built for constrained, air-gapped environments. Adoption Intelligence: Build analytics and recommendation systems that turn telemetry and support data into proactive retention actions. AI Applications & Workflows: Build net-new apps and extend existing ones: PS tracking, CS lifecycle tooling, Case Management automation, and signal-triggered customer outreach. You're a Great Fit If You Have 3–8 years in software or AI/ML engineering and have shipped production AI systems, not prototypes Are fluent in Python with hands-on LLMs, RAG, prompt engineering, vector databases, and AI orchestration Have built AI applications (chatbots, recommenders, automation) and can explain what worked and why Can architect scalable, production-grade systems and instrument success metrics Have strong communication with senior leadership and cross-functional teams Are willing to travel internationally, with emphasis on the United States Hold a Bachelor's or Master's in CS, AI, Data Science, or related field Strong Differentiators Cybersecurity, cloud security, or OT/industrial security experience Familiarity with support operations and CX platforms Experience integrating AI into enterprise workflows, not standalone demos OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws. Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.