AI Engineer

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

OPSWAT is committed to harnessing the power of AI to drive meaningful advancements across all areas of our business. We are currently seeking a highly skilled AI Engineer to lead and support the development of AI-driven projects, with a key focus on integrating our in-house AI Insights platform with various enterprise systems.

In this role, you will work closely with the Digital Transformation Team, Customer Experience (CX) Team, and the Enterprise & Data Team to enhance system integrations between Salesforce Service Cloud and other critical business platforms. This is a unique opportunity to be at the forefront of AI innovation within a global cybersecurity company, delivering impactful solutions that improve efficiency, intelligence, and customer outcomes.

What You Will Do

• Development and Evolution of the AI Insights Project:
  • Participate in the development and continuous improvement and expansion of AI Insights - our in-house tool to analyze all go-to-market data. Initially, the project focuses on analyzing Salesforce data to extract meaningful insights that can inform strategic decision-making across the organization. Gradually, it will ingest more business data from JIRA, Hubspot, My OPSWAT to make it more useful.
  • Work with Digital Transformation Team to integrate AI Insights feature with Salesforce and other CRM platform.
  • Work closely with CX leaders to implement agent coaching tool and customer intelligence analysis.
  • Create tools to suggest solutions to customer support engineers, analyze customer sentiments, writing knowledge base.
• Development of Chatbot Platform:
  
  • Responsible for the development, continuous improvement and maintenance for chatbots deployed for customer support, academy, and various internal integrations on Botpress. 
  • Develop custom extensions for chatbot to expand its capabilities, such as file upload integration for our MFT product, extensions to integrate with AI Insights, extensions to leverage our data lake.
  • Train and fine-tune a custom LLM model with deep understanding of OPSWAT products and cybersecurity world.
• Develop & Manage Custom Integrations with CRM platform
• Research & Propose Innovative Solutions: exploring and implementing novel AI techniques and automation solutions to increase CX operational efficiency rather than relying solely on off-the-shelf products. 

What We Need From You

• Bachelor's degree in Computer Science, Software Engineering, or a related field.
• 5+ years of experience in software engineering, with a focus on Generative AI, LLM, Machine Learning and web app development.
• Experience chatbot development platforms (Botpress, Microsoft Bot Framework, etc.)
• Experience in training custom LLMs
• Experience developing integrations for CRM Platforms like Salesforce, Hubspot, Netsuite
• Solid understanding of software development methodologies (Agile, Scrum, etc.).
• Good communication, collaboration, and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in one or more of the following programming languages: React, Python, Javascript, Node.js.

It Would Be Nice if You Have

• Certifications in AWS and Azure architecture
• Experience in front-end development
• Experience in data lake technologies (e.g., Azure Data Lake Storage, Azure Data Factory, Azure Databricks, Azure Synapse Analytics).
• Experience in designing customer support/customer service chatbots.

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.