AI Engineer

At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning. We work with some of the world's largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe's fastest-growing providers of CX transformation solutions, we're committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience. We are currently looking for a passionate and enthusiastic AI Engineer to join our Team. We look for people with the right cultural fit who have what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change. Join the customer service bot/AI agent team for contact center environments, contributing end-to-end across the lifecycle: requirements, design, development, unit & integration testing, deployment, and post-production support. You will engineer robust LLM/NLU solutions, data/knowledge pipelines, and integrations that improve containment, CSAT, and operational efficiency across voice and digital channels in Spanish. Key Responsibilities Discovery & Design * Translate business/ CX needs into AI solution designs (NLU/LLM, RAG, ASR/TTS, integrations). * Define functional & non-functional requirements (latency, resiliency, observability, security). Modeling & Implementation * Build and optimise NLU/LLM components (classification, NER, summarisation, RAG over KBs). * Develop data pipelines for ingestion, cleansing, PII redaction, and evaluation datasets. MLOps / LLMOps * Implement CI/CD for models and prompts, feature flags, canary/rollback. * Track experiments, lineage, and model/prompt versions; automate regression tests. Testing & Evaluation * Create unit, integration, regression, and load tests. Deployment & Operations * Operate services in production with SLOs, monitoring, alerting, and incident response. * Drive continuous improvement via analytics, conversation reviews, and error triage. Security, Privacy & Compliance * Enforce GDPR/LOPDGDD: consent, minimisation, retention, access control, auditability. * Work with conversation designers, software engineers, data scientists, QA, and Ops. * Produce clear design docs, runbooks, and stakeholder updates. Skills, Knowledge and

Expertise We need you to contribute: * Participation in bot projects (voicebots, chatbots, virtual assistants, etc.) involving conversational flows, open questions, automation, NLU technologies (voice recognition, classification, voice synthesis), and generative AI. * Experience in customer relations, requirements gathering, design, validation, etc. * Development of bots or agents using generative AI technologies such as AI Agentics architecture, Google Conversational Agent with Playbooks, Gemini, OpenAI, Amazon Bedrock, Microsoft Azure AI, other AI architectures, or LLMs… * Experience in designing, writing, and improving AI prompting under different LLM models. What extra would be desirable * Knowledge of cloud services, mainly AWS, as well as systems deployed with Docker or Kubernetes. * Experience in contact centre and Meta integrations on different platforms. * Bot development using conversation technologies such as DialogFlow, Genesys Dialog Engine, Nuance Mix, Microsoft Bot Framework, and VXML. * Experience in recognition models (SST, TTS, NLU) as well as in their training or continuous improvement: Microsoft STT, MS LUIS/CLU, Google, Amazon, Nuance Recogniser. * Experience in improving UX at the design, development, analysis, and continuous improvement levels of NLP associated with bots. * Proficiency and experience with project development tools and methodologies. IDEs, code repositories (mainly git), Agile. * Ability to analyse and participate in consulting projects where customer automation bot services have been analysed, evaluating KPIs, and a proposal for improving their systems and services has been developed. Seniority Level * Associate Employment Type * Full-time Job Function * Information Technology Industries * IT Services and IT Consulting Location: Madrid, Community of Madrid, Spain Salary: €75,000 #J-18808-Ljbffr