**Work Location:**
Ho Chi Minh City
**About VinSmart Future**
VinSmart Future (VSF) is Vingroup’s technology company, bringing together technology capabilities across the Group. As a key technology organization within the Vingroup ecosystem, VSF focuses on building and operating technology platforms, digital solutions and AI\-driven capabilities at scale.
**Key responibilities:**
- Lead the implementation and delivery of AI\-powered products and solutions for Customer Service.
- Design detailed solutions for each use case, including defining AI inputs/outputs, decision logic, and collaboration mechanisms between AI and human agents.
- Design and continuously improve end\-to\-end workflows, including Business Flows, Agent Flows, and AI Flows.
- Define business rules, routing logic, SLAs, exception handling, and edge cases to ensure reliable and scalable operations.
- Develop product documentation, including Product Requirements Documents (PRDs), functional requirements, and solution specifications, and work closely with Technology and AI teams throughout implementation.
- Track development progress and ensure products are built according to the intended design and are practical for real\-world operations.
- Coordinate integration with related platforms and systems, including CRM, Contact Center, and internal enterprise systems.
- Test, evaluate, and continuously improve the quality and reliability of AI\-generated outputs.
- Monitor and optimize key operational and product performance metrics.
- Partner closely with Customer Service teams to gather feedback, identify operational pain points, and continuously improve the product.
**AI\-Driven Product Development**
- Leverage AI throughout the product development lifecycle to build and refine product context and requirements.
- Rapidly build prototypes to validate product concepts and solutions with Business Owners.
- Iterate continuously with Business Owners through working prototypes rather than relying solely on documentation.
- Use AI to analyze customer service transcripts, validate business and conversation logic, and identify potential edge cases and improvement opportunities.
**Requirements**
- 5–8 years of experience as a Product Manager, Product Owner, Business Analyst, or in a closely related role.
- Proven experience implementing or working with CRM, Contact Center, workflow management, or similar enterprise systems.
- Strong execution mindset with the ability to translate business requirements into concrete, implementable product solutions.
- Strong proficiency in workflow design, BPMN, or equivalent process modeling methodologies.
- Good understanding of system integration, APIs, and data flows.
- Hands\-on experience working with AI/LLM\-powered products, such as chatbots, voicebots/callbots, AI agents, or similar solutions.
- Ability to build structured AI product context, including intents, taxonomies, conversation flows, and related logic.
- Experience in writing, structuring, and optimizing prompts for LLM\-based applications.
- Ability to evaluate AI outputs, identify quality issues, and continuously improve AI performance.
- Experience rapidly developing prototypes, workflows, mockups, or AI interactions to validate solutions with business stakeholders.
- Strong cross\-functional collaboration skills, with the ability to work effectively across Operations, Customer Service, Technology, AI teams, and Business Owners, and iterate quickly based on feedback.
**What We Offer**
- Opportunity to build and scale AI\-powered Customer Service products with significant real\-world impact.
- Hands\-on exposure to large\-scale enterprise platforms, including CRM, Contact Center systems, and AI platforms.
- Opportunity to solve complex, real\-world product and operational challenges where AI is directly embedded into business processes.
- A high\-impact environment with significant product complexity, scale, and opportunities to shape how AI is applied to Customer Service.
**Kindly send CV to**
