Senior AI Platform Engineer - Customer Experience

Responsibilities

• Agentic AI Support Agent
• Documentation & knowledge engineering
• Build AI tools that generate and continuously improve customer-facing documentation, release summaries, and self-help content. You'll leverage LLMs, RAG architectures, vector databases, and semantic search - and close the loop by learning from real customer interactions and support trends.
• Self-service experiences for OT environments
• Adoption intelligence & data tools
• Build the analytics and AI-driven recommendation systems that tell us - and our customers -where adoption is strong, where it's stalling, and what to do about it. You'll turn platform telemetry and support data into proactive actions that improve retention and customer health.
• AI-Built Applications, Application Extensions & Business Workflows
• Design and build net-new AI-powered applications and extensions to existing systems that directly improve how the CX organization operates. This includes tools such as:
• Applications to manage and track Professional Services engagements end-to-end
• Customer Success lifecycle tooling that surfaces health signals, renewal risk, and engagement gaps
• Improved UI and automation layers on top of the existing Case Management application
• Automated outreach to customers and CX personnel triggered by internal signals - such as low adoption, approaching renewals, unresolved escalations, or satisfaction dips
• The goal is not to integrate off-the-shelf tools. The goal is to build purpose-fit applications where existing platforms fall short - and extend existing ones where AI can meaningfully improve them.
• What you'll do in the first 12 months
• There is no extended ramp. We expect someone who can orient quickly, identify the highest-impact opportunity, and start delivering against it within their first weeks.

Benefits

Additional Information

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. Not a strategy role. Not an advisory role. You will design, engineer, and ship AI-powered systems that directly change how OPSWAT's customers get support, solve problems, and realize value from our platform. Our Customer Experience organization supports some of the world's most security-conscious enterprises - organizations operating in air-gapped, OT, and mission-critical environments where a slow resolution or a missed issue has real consequences. Your job is direct and non-negotiable: use AI to reduce CX headcount through automation and digital transformation while simultaneously improving customer satisfaction. This is not a "future state" ambition - it is the explicit mission of this role. This role operates in a matrix management structure. You will work directly with the SVP of Customer Experience and participate in CX Leadership meetings, ensuring full alignment with CX strategy and priorities. At the same time, you will report to the head of Enterprise Applications and Digital Transformation team, to ensure that your work leverage the governed platform/framework that has been developed, avoiding duplicated work and security risks. The work you do is exclusively CX-focused. Your performance will be judged on: 50% of delivery output quality from SVP of CX, and 50% on technical excellence and AI adoption by head of Digital Transformation team. If you want to build AI systems that have a direct, measurable impact on how a world-class CX organization operates - fewer people doing manual work, more customers solving their own problems, higher satisfaction scores across the board - this role is for you.

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