Forward Deployed AI Engineer (IVA Solutions)

Role Overview

The Forward-Deployed AI Engineer will serve as the technical owner and architect of the IVA platform. This role bridges external development partners internal stakeholders and production operations ensuring long-term scalability reliability and commercial readiness of the IVA solution.

Internal transfer candidates with prior exposure to CEC systems IVA pilots or enterprise platforms will be strongly preferred due to faster context assimilation and stakeholder alignment.

This is a hands-on senior engineering role responsible for owning the LLM production stack end-to-end from vendor transition to internal enablement and from architectural design to real-world deployment.

Key Responsibilities

• Vendor Transition & Platform Ownership
  • Lead technical audits of vendor-developed IVA solutions and codebases.
  • Drive structured knowledge transfer and assume full internal ownership of the IVA platform.
• LLM & AI System Engineering
  • Design and implement Retrieval-Augmented Generation (RAG) pipelines deterministic tool-calling and prompt orchestration.
  • Implement guardrails monitoring and fallback strategies to ensure policy compliance reliability and safe operation.
• Systems Integration & Architecture
  • Build and maintain secure scalable APIs connecting IVA to CRM order management ticketing and enterprise knowledge systems.
  • Ensure low-latency high-availability performance for production call volumes.
• Commercial Readiness & Enablement
  • Translate business requirements into scalable AI architectures suitable for both internal deployment and external client use.
  • Support technical onboarding and solution design for new internal use cases and pilot customers.
• Cross-Functional Leadership
  • Partner with Analytics QA Security Legal and Operations teams to align technical decisions with business compliance and risk requirements.

Required Qualifications

• LLM Production Experience: Proven experience deploying and operating LLM-based systems in high-volume production environments.
• Backend Engineering: Senior-level proficiency in Python and SQL; experience with cloud-native architectures.
• AI Systems Thinking: Ability to debug across the stackfrom API latency and infrastructure issues to LLM reasoning failures.

Preferred Qualifications

• Prior experience supporting CEC IVA IVR or contact center platforms.
• Experience in solutions engineering forward-deployed engineering or internal platform ownership roles.
• Familiarity with model monitoring prompt evaluation and AI governance frameworks.

The Package:

• Attractive Salary - RM 8000 - RM 12000
• Performance Related Allowance for confirmed staff.
• Medical Insurance provided.
• Medical and Hospitalization leaves.