Nguyen Van Thao

Why not me?

Four things your team gets when I join, and the evidence behind each one.

AI use cases worth funding

I doRun discovery workshops, map the current process and rank automation opportunities by value and feasibility.

You getA shortlist with success metrics, before any build budget is spent.

Discovery and presales lead for GenAI, AI Agent, RAG and Voice AI programs across five sectors.

A design your engineers can build from

I doWrite the BRD and SRS, agent and conversation flows, prompts, API and tool contracts, and acceptance criteria.

You getOne agreed source of truth for business, engineering and QA.

BRD and a 137-case acceptance test workbook for the Ho Chi Minh City Tax voice agent.

AI you can put in front of customers

I doDesign the guardrails: PII handling, confidence thresholds, audit trails and human approval for sensitive actions.

You getAn agent that knows when to hand over to a person.

Fallback and handover rules designed for a public-sector voice agent serving millions of taxpayers.

A go-live, not a demo

I doLead acceptance testing, run the pilot and report results, risks and decisions to leadership.

You getEvidence for the go or no-go decision, and a system real users talk to.

Three conversational AI systems in production since 2023.

From business problem to production AI

DiscoverBusiness problem, As-is and To-be, success metrics
DesignAI workflow, business rules, solution architecture
ConfigureAgents and knowledge, prompts and guardrails, business process
IntegrateAPI, SDK and tools, enterprise systems, data contracts
ValidatePOC and pilot, UAT and KPIs, acceptance criteria
Roll outProduction readiness, handoff and adoption, monitoring

Highlight projects

Five projects, one number each. Swipe, or use the arrows.

9M+taxpayers served by the call centre

Live since Aug 2026Voice AI

AI Voice Agent for Ho Chi Minh City Tax

The voice agent behind the city's AI call centre. I designed call routing for 29 branches and 16 departments, the call scripts, Vietnamese speech normalisation and a 137-case acceptance test.

Read the case study

500+clinics using the system

FPT Long ChauProduct ownership

Vaccination Management System

Acting Product Owner for vaccination management and the electronic vaccination record, with a team of about 100. Appointment scheduling accuracy improved by 30%.

USD 3M+in transactions every month

NhapThuocIntegration

B2B payment gateway with TPBank

Product Owner for the gateway: API and business rules, status mapping, retry and error handling, across cards, bank accounts, e-wallets and overdraft payments.

2voicebots taking real calls since 2023

LiveVoice AI

Outbound voicebots for FPT Retail and Ninja Van

One reminds customers of vaccination appointments. The other confirms orders. My first AI systems in production.

30%shorter logistics lead time

SmartlogSolution architecture

Logistics order full-flow integration

Led a team of seven connecting ERP, TMS, WMS and DMS for manufacturers including Pepsi, Perfetti Van Melle, 1MG and Sabeco.

Hands-on across the FPT AI product portfolio

I translate business requirements into configured AI workflows, enterprise integrations, POC and UAT, and production deployment.

AI Agents

Business assistants and workflow automation

My workInternal reporting agent on project data.

Voice Agents

Inbound and outbound call automation

My workHo Chi Minh City Tax voice agent, live since August 2026.

Omni Support

Omnichannel customer service

My workOmni-channel agent for a consumer finance company.

AI Enhance

Contact-centre QA and conversation analytics

AI Mentor

Personalised learning and workforce development

AI Read / Doc Agent

Intelligent document processing

eKYC

Digital identity and fraud prevention

AI Adjust

AI-powered claims automation

Vision Agents

Video analytics and smart event detection

RAG / Knowledge

Enterprise knowledge and retrieval

My workHR copilot with RAG.

Technical and product toolkit

Technical toolkit

AI and agentic

GenAI / LLM
AI Agents
RAG and knowledge
Voice AI
Prompts and guardrails

Integration and data

REST and SOAP APIs
API, SDK and tool integration
JSON and EDI
SQL
Data mapping

Delivery engineering

POC and pilot
API and integration testing
Rapid prototyping
Handoff

Product Owner and Business Analysis toolkit

Discovery and process

Product discovery
As-is / To-be
BPM / BPMN
Root-cause analysis

Product and requirements

Scope
User journeys
Roadmap and backlog
BRD / PRD / FSD / SRS
NFRs

Acceptance and stakeholders

Acceptance criteria
UAT
Workshops
Cross-functional delivery
Adoption

Domains

Banking
Consumer finance
Insurance
Public sector
Healthcare retail
E-commerce
Payments
Logistics and supply chain

The full record

Three companies in 10+ years, most recent first. Pick one on the line, or slide through them.

FPT Smart Cloud (FPT.AI)

Senior IT Business Analyst & Consultant Lead, AI / GenAI · Ho Chi Minh City

Feb 2025 – Present

Led business analysis and solution consulting for the Ho Chi Minh City Tax voice agent, live since August 2026: call routing across 29 branches and 16 departments, call scripts, Vietnamese speech normalisation and a 137-case acceptance test.
Run discovery workshops with business and operations teams, map the as-is process and redesign the to-be workflow around outcomes the client can measure.
Design and configure AI workflows on FPT AI products (AI Agents, Voice Agents, RAG and knowledge assistants, document processing, eKYC): business process, knowledge, tools, guardrails and human handoff.
Write the BRD and SRS, agent and conversation flows, API, SDK and tool contracts, NFRs, permission rules, acceptance criteria and UAT scenarios that engineering builds from.
Take solutions through POC or pilot, system integration, UAT and rollout; build AI-assisted prototypes to test a use case before engineering starts.

Other engagements

Inbound call routing for Long Chau; collection automation strategy for a consumer finance company; voicebot and AI Agent programs for commercial banks; an insurance assistant; an HR copilot with RAG; an internal ticket and task agent.

FPT Software

Senior IT Business Analyst Lead / Digital Product Owner · Ho Chi Minh City

Jul 2022 – Jan 2025

Business analysis and product ownership in a 300-member digital retail program for FPT Long Chau Pharmacy and NhapThuoc, covering web, mobile and store operations nationwide.

Vaccination Management System and Electronic Vaccination Record

Sep 2023 – 2025 · Acting Product Owner · team of about 100

Defined product vision, roadmap and scope for customer management, vaccine inventory, appointment scheduling, vaccination recording and a customer-facing digital record.
Designed workflows, user journeys and wireframes, defined API integrations with external healthcare platforms and led UAT.

Outcome: adopted by 500+ clinics; scheduling accuracy improved by 30%.

NhapThuoc digital payment gateway with TPBank (B2B)

May 2023 – Sep 2023 · Product Owner, integration · team of about 30

Owned the gateway requirements: API and business rules, request and response structures, status mapping, retry and error handling, and UAT scenarios.
Integrated domestic cards and accounts, international cards, e-wallets and overdraft payment flows.

Outcome: monthly transaction volume above USD 3M.

Outbound AI voicebots for FPT Retail and Ninja Van

From Feb 2023 · both live in production

FPT Retail: a voicebot that calls customers to remind them of vaccination appointments.
Ninja Van: a voicebot that calls customers to confirm their orders.

FPT Long Chau e-commerce and digital retail

Jul 2022 – May 2023 · Senior IT Business Analyst · team of about 200

Modelled requirements for promotions, loyalty, CMS and e-commerce modules and delivered implementation-ready specifications.
Coordinated integrations with Shopee and Lazada, TPBank and VNPay, logistics partners, WMS, e-invoice, SMS and Zalo; led UAT.

Outcome: contributed to 5+ digital products, including channels serving 10M+ users.

Smartlog Vietnam

IT Business Analyst / Integration Solution Leader · Ho Chi Minh City

2016 – 2022

Logistics order full-flow integration: ERP, TMS, WMS, DMS

2018 – 2022 · led an integration team of 7

Mapped order-to-delivery processes and integration touchpoints; defined REST and SOAP API specifications, EDI and data mappings, error handling and monitoring requirements.
Led integration testing and UAT, and used SQL reports and BI dashboards for root-cause analysis.

Outcome: logistics lead time reduced by 30%. Customers: Pepsi, Perfetti Van Melle, 1MG, Sabeco.

Transportation Management System implementations

2016 – 2018 · implementation consultant, then Product Owner · teams of 7 to 15

Deployed and customised TMS for logistics companies from discovery and process redesign through training and UAT. Customers: Gemadept, Vinafco, Transimex, DHL, YCH.

Prototypes I built myself

Working prototypes made with AI-assisted development, to test a solution before engineering money is spent.

2026

Internal AI agents

Task and ticket tracking agents using intent detection, retrieval, tool selection and execution, fallback and human approval for critical actions.

2025 – 2026

FastCons, construction management SaaS

Business architecture and working prototypes for multi-tenant construction management: project lifecycle, progress, contract, quantity, cashflow and role-based dashboards.

2025 – 2026

Construction QA/QC AI assistant

Multi-site QA/QC and reporting workflows, configurable daily and weekly report templates and a construction knowledge assistant, iterated with user feedback.

Companies I have worked with

Employers on the first line. Clients and integration partners from my projects on the second.

Ho Chi Minh City Tax
FPT Long Chau
Ninja Van
NhapThuoc
TPBank
VNPay
Shopee
Lazada
Pepsi
Perfetti Van Melle
Sabeco
1MG
Gemadept
Vinafco
Transimex
DHL
YCH

Recognised three times in 2026

Commendations from FPT for the AI consulting team, the Ho Chi Minh City Tax voice agent team, and my own delivery.

FPT Smart Cloud team commendation certificate for Team AI Consultant HCM, signed 2 October 2026

Team AI Consultant HCMTeam commendation, FPT Smart Cloud · 2 October 2026

FPT commendation certificate for Nguyen Van Thao for completing work ahead of schedule, signed 26 August 2026

Individual commendationWork completed ahead of schedule, FPT · 26 August 2026

FPT Smart Cloud team commendation certificate for the Voice Agents Ho Chi Minh City Tax team, signed 10 August 2026

Voice Agents for HCMC Tax teamTeam commendation, FPT Smart Cloud · 10 August 2026

Thank-you notes and team rewards

Five cards from FPT Smart Cloud's internal recognition app, most recent first. Reward points, a staff ID and one client name are blurred.

Recognition card in Vietnamese from FPT Smart Cloud. Team celebration

Team celebration12 Aug 2026 · For preparing the launch of Ho Chi Minh City Tax's AI call centre, which runs on FPT Voice Agents.

Recognition card in Vietnamese from FPT Smart Cloud. Spot bonus

Spot bonus31 Jul 2026 · AI consulting team in Ho Chi Minh City: a client project completed with distinction.

Recognition card in Vietnamese from FPT Smart Cloud. Thank-you from the Delivery BA Leader

Thank-you from the Delivery BA Leader20 Jul 2026 · For handing over business knowledge to the BA team and supporting delivery on eKYC and HCMC Tax projects.

Recognition card in Vietnamese from FPT Smart Cloud. Thank-you from the Account Manager

Thank-you from the Account Manager20 Jul 2026 · For AI Voice Agent solution consulting for HCMC Tax, and a live demo to the head of the tax department that went smoothly.

Recognition card in Vietnamese from FPT Smart Cloud. Thank-you from the Project Manager

Thank-you from the Project Manager18 Jul 2026 · For the handover and for supporting the project team in its first days on the HCMC Tax project.

Education

Vietnam Logistics and Aviation SchoolTransportation, Logistics, Supply Chain and Storage, 2016 – 2017
University of Transport Ho Chi Minh CityBachelor of Engineering, Logistics & Supply Chain / Sea Transport Economics, 2012 – 2016

Certifications

Claude Code in Action; Claude Code 101; Claude 101; Introduction to Claude CoworkAnthropic, April 2026
Product Owner CertificateCircle Academy, 2024
Getting Started with AI on Jetson NanoNVIDIA, 2024
IT Business Analysis CertificateNordicCoder, 2022

Languages

VietnameseNative
EnglishProfessional working proficiency
ChineseElementary

Full CV

Want the full CV? Ask, and I will send you a code

My CV is shared on request, so I know who has it.

Tell me who you are and where you work.
I review the request and email you a 6-digit code.
Enter the code here to get the PDF. It works for 7 days.