Senior Software Engineer (Communications & AI Platform)
Vị trí này tại Dwarves Foundation (làm việc remote tại Việt Nam) yêu cầu thiết kế, xây dựng và tối ưu nền tảng giao tiếp khách hàng sử dụng Twilio Flex và Twilio Studio. Bạn sẽ tập trung cải thiện quy trình trung tâm liên lạc, phát triển hệ thống IVR, tối ưu cấu hình và xây dựng báo cáo vận hành. Hợp tác đa phòng ban để đảm bảo hiệu quả kỹ thuật và bảo mật hệ thống. Hợp đồng full-time; phúc lợi cạnh tranh.
Ứng viên cần có ít nhất 5 năm kinh nghiệm phát triển phần mềm, thành thạo TypeScript hoặc Ruby, am hiểu React, serverless, tích hợp API và có hứng thú với AI/ML. Ưu tiên đã làm việc với các nền tảng CPaaS và từng tham gia các dự án Fintech hoặc ngành cần bảo mật cao.
About Dwarves Foundation
Founded in 2015, Dwarves Foundation is a research-focused technology firm.
Dwarves and their partners help companies build & ship top-notch software, provide staffing services and invest in people that build next favorite things.
We're growing the next future of tech and we'd like your help to get there.
Job Description
Company: Dwarves Foundation · Vietnam (Remote)
About the Role: design, build, and optimize our customer engagement platform using Twilio Flex and Twilio Studio. This role will focus on improving contact center workflows, developing IVR systems, optimizing configurations, and enabling robust operational reporting.
Key Responsibilities:
- Platform Development: Design, configure, and optimize Twilio Flex and Studio workflows, including developing IVR systems to ensure optimal performance, scalability, and automated customer routing.
- Workflow & Automation: Implement call and messaging workflows and integrate Twilio services with internal systems (like CRMs and ticketing platforms) to boost customer support efficiency.
- Reporting & Analytics: Build comprehensive dashboards to track key metrics (such as call volume and agent productivity), provide actionable operational insights, and integrate AI-driven solutions.
- Platform Optimization: Resolve performance bottlenecks and maintain system security, reliability, and scalability to continuously improve customer interaction flows.
- Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Operations teams to offer technical guidance on best practices for Twilio-based contact center architecture.
Requirements
- At least 5 years of experience in software development.
- Backend: Proficiency in TypeScript or Ruby.
- Frontend: Experience with React.
- Cloud: Experience with serverless compute and distributed storage patterns. Experience—or a strong desire to learn—how to integrate AI/ML models into production environments (e.g., for transcription, data extraction, or automated analysis) is a major advantage.
- Integration: Skilled in building "glue" between platforms (e.g., pulling Zendesk notes via API to enrich communication logs).
Preferred Experience
- Experience with CPaaS platforms (Twilio, AWS Connect, or Vonage).
- A background in Fintech or highly regulated industries (familiarity with handling sensitive data).
Location: Vietnam
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