Senior AI Engineer
DHL · Cyberjaya
Your IT Future, Delivered
Senior AI Engineer
With a global team of 6000+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.
Digitalization. Simply delivered.
At IT Services, we are passionate about technology. Our Customer Service Booking Service team is expanding to pioneer next-generation conversational experiences, voice/chat automation, and intelligent agent workflows across our global logistics ecosystem. As a Senior Software Engineer (Senior AI Engineer), you will architect, build, and deploy production-grade Conversational AI and agentic systems integrated with mission-critical customer service platforms.
#DHL #DHLITServices #GreatPlace #ConversationalAI #PromptEngineering #AIEngineering
Grow together
You will join an engineering team focused on accelerating enterprise delivery and transforming customer interactions through AI. In this role, you will take technical ownership across all phases of the software lifecycle—from conversational flow architecture and prompt design to backend integration, continuous automated testing, and CI/CD deployment.
Key responsibilities include:
- Conversational AI & Agent Architecture: Design, implement, and maintain conversational applications, interactive voice/chat pipelines, and autonomous agent workflows utilizing platforms such as Happyrobot, Cognigy, Google Cloud Conversational AI / Dialogflow / Vertex AI Agents, or modern Agent Development Kits (ADK).
- Advanced Prompt Engineering & LLM Orchestration: Develop, evaluate, and optimize system prompts, few-shot prompting strategies, tool-calling chains, and dynamic retrieval patterns (RAG) to ensure accurate, context-aware, and low-latency agent execution.
- Enterprise Integration & Backend Development: Engineer robust, reusable microservices and integration middleware in Java (Spring Boot) and/or Python to link conversational layers seamlessly with core Booking Service APIs, messaging buses, and ERP backends.
- System Integration & Build: Define, configure, and maintain automated CI/CD pipelines, containerized deployments (Docker, OpenShift, Kubernetes/AKS), and environment configurations ensuring reliable service releases.
- Quality Assurance & AI Guardrails: Formulate automated regression test suites, conversational intent validation datasets, and security guardrails to minimize hallucinations, prevent prompt injections, and enforce enterprise data privacy and OWASP security standards.
- Operational Monitoring & Continuous Improvement: Monitor conversational telemetry, dialogue completion rates, and fallback metrics; execute root-cause analysis on production incidents and fine-tune dialogue intent handling.
- Technical Mentorship: Provide guidance and conduct rigorous code and architecture reviews for less experienced engineers, establishing best practices in conversational design, prompt optimization, and modular software engineering.
Ready to embark on the journey? Here’s what we are looking for:
As a Senior AI Engineer, your passion for both building and sustaining high-quality, automated systems will be essential. A willingness to learn, strong communication skills, and foundational knowledge in both development and application support will set you up for success.
Qualifications:
- Required
- Education & Experience: Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related discipline with 5–8 years of software engineering experience (or Master’s degree with 3–5+ years).
- Conversational AI & Prompt Engineering: Proven experience developing enterprise conversational virtual agents, dialogue management state machines, intent/entity detection, and structured prompt engineering (system prompts, context window management, structured output parsing).
- Conversational Platforms & Frameworks: Practical experience with at least one enterprise conversational platform or agent framework:
- AI, Happyrobot, or Google Cloud Dialogflow CX / Vertex AI Search and Conversation; and/or
- Modern Agent Development Kits (ADK), Agent SDKs, or orchestration tools (e.g., LangChain, LlamaIndex, Semantic Kernel, CrewAI, AutoGen).
- Backend Programming & Architecture: Proficiency in Java (11+) and/or Python, with hands-on experience in modern backend frameworks (Spring Boot, FastAPI) and RESTful API/microservices development.
- Data & Persistence: Solid working knowledge of relational databases (PostgreSQL, Oracle, SQL/PL-SQL) and vector search indexing/datastores for semantic memory retrieval.
- Integration Standards: In-depth knowledge of enterprise API standards (REST, JSON, WebSockets, Webhooks) and asynchronous event streaming (Kafka, JMS, RabbitMQ).
- Development & Agile Practices: Strong background in DevOps and Agile/Scrum delivery models, utilizing tools like GitHub, Maven, Docker, and CI/CD pipelines.
- Preferred
- Familiarity with Speech-to-Text (STT), Text-to-Speech (TTS), telephony integration (SIP/VoIP/Twilio), or Contact Center AI (CCAI) solutions.
- Experience deploying containerized workloads on Red Hat OpenShift or Azure Kubernetes Service (AKS).
- Familiarity with front-end integration technologies (React, Angular, TypeScript, webchat SDKs).
- Certifications in Google Cloud (Professional Machine Learning Engineer / Cloud Architect), Generative AI, or Agile/Scrum (CSM/PRINCE2)..
An array of benefits for you:
- Hybrid work arrangements to balance in-office collaboration and home flexibility.
- Outpatient (unlimited) and inpatient medical coverage for employees.
- Personalized flexi benefit plan for you and your family.
- Choose any day off from earned public holidays, including Saturdays and ad-hoc holidays to spend with your loved ones.
- Modern offices with free parking space.
Great Team
Hi, my name is Chong Jin Chun and I’m a team manager. I started my career at DHL IT Services back in 2007, when I took a role as Senior Software Engineer in the Customer Service team. Gaining more hands-on experience with Solution Architecture has always fascinated me, so from there, I moved fast through the company ladder and soon landed a Principal Architect role. In 2019, I moved to a management role, being Team Manager. Together with the strong support of a multinational & diverse team, we are working on our common ambition – technology. Looking forward to having you onboard!
DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other protected characteristic.