AI Engineer

AI Engineer

Department: Delivery

Employment Type: Full Time

Location: Madrid

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 organization, 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 organizations 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 are eager to drive our business forward and keen to develop new knowledge and skills. 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.

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 optimize NLU/LLM components (classification, NER, summarization, 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, minimization, retention, access control, auditability.

Collaboration & Documentation

• Work with conversation designers, software engineers, data scientists, QA, and Ops.
• Produce clear design docs, runbooks, and stakeholder updates.

• 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 center and Meta integrations on different platforms. Knowledge of cloud services, mainly AWS, as well as systems deployed with Docker or Kubernetes.
• Bot development using conversation technologies such as Dialog Flow, Genesys Dialog Engine, Nuance Mix, Microsoft Bot Framework, and VXML.
• Knowledge and experience in programming and scripting (Java script/Node, Python, Java bash, etc.).
• Experience in recognition models (SST, TTS, NLU) as well as…