Only hiring in Vietnam | Senior Software Engineer (Communications & AI Platform)

WE ARE HIRING: SENIOR SOFTWARE ENGINEER

📍 Position: Senior Software Engineer (Communications & AI Platform)

📍 Location: Remote

⏰ Working time: 09:00 AM – 06:00 PM (Monday – Friday)

💰 Salary: Negotiable

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).

Feel free to message me directly or send your CV to: yendth@d.foundation or zalo 0354682402.