Forward Deployed Engineer – AI & CRM

Forward Deployed Engineer – AI & CRM

Company: Menscape Clinic
Location: Bangkok, Thailand
Employment: Full-time

About Menscape

Menscape is a fast-growing men’s health, wellness, and aesthetic clinic network in Bangkok. We are building an AI-powered Clinic OS that connects marketing, lead management, consultation, sales, booking, treatment, and patient follow-up across multiple branches.

Role Summary

We are looking for a hands-on Forward Deployed Engineer who can work directly with management, clinic staff, sales teams, and administrators to turn real operational problems into deployed technology.

You will lead the development and implementation of Menscape’s AI and CRM ecosystem—from understanding workflows and designing solutions to coding, integration, deployment, training, and performance improvement.

This is not a research-only or advisory role. You will personally build and deploy production systems and be accountable for business outcomes.

Key Responsibilities

1. AI and CRM development

• Build and improve Menscape’s lead-management and patient CRM platform.
• Develop AI agents for lead qualification, answering patient questions, service recommendations, booking, follow-up, and escalation.
• Create automated workflows across LINE, Facebook, Instagram, WhatsApp, website forms, telephone activities, and internal systems.
• Integrate CRM data with appointment, payment, marketing, EHR, inventory, and reporting systems.
• Build customer profiles and unified patient timelines across channels and branches.
• Implement lead routing, ownership, reminders, follow-up queues, and sales pipelines.

2. Forward deployment

• Work onsite with clinic teams to observe actual workflows and identify operational problems.
• Translate business requirements into simple, usable technical solutions.
• Rapidly prototype, test, deploy, and improve features based on user feedback.
• Train administrators, patient navigators, sales staff, managers, and doctors.
• Monitor adoption and resolve workflow or technical issues after deployment.
• Document systems, workflows, APIs, and operating procedures.

3. AI engineering

• Build production applications using LLMs, RAG, structured outputs, tool calling, and agentic workflows.
• Develop Thai- and English-language conversational experiences.
• Create knowledge bases using approved service, pricing, clinical, promotion, and policy information.
• Implement hallucination controls, confidence thresholds, human escalation, and audit trails.
• Evaluate AI response accuracy, safety, latency, cost, and conversion performance.
• Protect sensitive patient and business information.

4. Data and analytics

• Build dashboards covering:

  • Lead response time
  • Qualification rate
  • Booking conversion
  • Consultation conversion
  • Treatment conversion
  • Follow-up completion
  • Revenue by source, branch, service, and case owner
  • AI-versus-human performance

• Improve data quality, duplicate detection, attribution, and pipeline visibility.

• Establish event tracking and reliable business metrics.

5. Technical ownership

• Own architecture decisions for the initial Clinic OS.
• Develop secure and maintainable APIs, databases, integrations, and deployment pipelines.
• Implement access controls, monitoring, backups, logging, and incident management.
• Coordinate external vendors when necessary while retaining internal technical ownership.
• Recommend when to build internally, integrate an existing product, or use a third-party platform.

Initial Deliverables

First 30 days

• Map the complete lead-to-treatment journey.
• Audit current CRM, channels, data, and operational pain points.
• Define the target architecture and prioritized product backlog.
• Establish baseline metrics for response time, conversion, and follow-up.
• Deploy at least one high-impact automation or AI workflow.

Days 31–60

• Launch CRM V1 covering lead capture, qualification, assignment, booking, and follow-up.
• Connect priority communication channels.
• Deploy the initial bilingual AI assistant with human escalation.
• Launch operational and conversion dashboards.
• Conduct user training and collect structured feedback.

Days 61–90

• Deploy a stable Clinic OS V1 across the agreed branches.
• Improve AI accuracy and workflow adoption based on measured results.
• Implement monitoring, permissions, documentation, and incident procedures.
• Present the next-quarter development roadmap and resource requirements.

Success Metrics

During probation, performance should be evaluated against measurable outcomes such as:

• ≥95% of digital leads captured automatically in the CRM.
• Median first-response time reduced to under two minutes during operating hours.
• ≥90% of leads have an owner, status, next action, and follow-up date.
• ≥80% adoption among targeted clinic and sales users.
• Reduction in missed or overdue follow-ups.
• Improvement in lead-to-booking conversion from the established baseline.
• AI answer accuracy of ≥90% on an approved evaluation set.
• Zero critical patient-data or access-control incidents.
• Clinic OS V1 delivered within the agreed timeline.

Required Qualifications

• At least 4–7 years of experience in software engineering, solutions engineering, AI engineering, or technical product delivery.
• Evidence of personally shipping production software—not only managing vendors.
• Strong backend development experience with Node.js/TypeScript or Python.
• Experience with APIs, webhooks, SQL databases, authentication, and cloud deployment.
• Practical experience building LLM or generative-AI applications.
• Experience implementing or integrating CRM, ERP, customer-support, or workflow-automation systems.
• Ability to gather requirements directly from nontechnical users.
• Strong problem-solving, communication, and project-ownership skills.
• Working proficiency in English; Thai proficiency is strongly preferred.

Preferred Qualifications

• Experience in healthcare, clinics, hospitality, retail, or another high-touch service business.
• Familiarity with LINE Official Account, Meta messaging, WhatsApp, telephony, or omnichannel platforms.
• Experience with RAG, vector databases, AI evaluation, prompt management, and observability.
• Experience with React/Next.js or Flutter.
• Understanding of PDPA, role-based access control, and sensitive health information.
• Experience building analytics dashboards and marketing attribution systems.
• Startup or zero-to-one product experience.

Suggested Technology Profile

The candidate does not need every item, but should be strong across several:

• Python, Node.js, TypeScript
• PostgreSQL, Redis, vector databases
• REST APIs, webhooks, OAuth
• LLM APIs, RAG and agent frameworks
• React/Next.js or Flutter
• AWS, Google Cloud or Azure
• Docker, CI/CD and monitoring
• CRM integrations and workflow automation