Madrid
ppbDepartment: /b Delivery /p pbEmployment Type: /b Full Time /p pbLocation: /b Madrid /p pbReporting To: /b Eduardo Campos Palarea /p h3Description /h3 pWe are seeking a passionate and enthusiastic AI Linguist to join our team. The AI Linguist will work within our customer service bot/AI agent development team for contact center environments, contributing across the full project lifecycle: requirements gathering, conversation design, development, unit and integration testing, deployment, and post‑production support. Responsibilities include crafting user intents, dialogue flows, prompts and guardrails, training and evaluating NLU/LLM components, and continuously optimizing performance, accuracy and customer experience in Spanish and other supported languages. /p h3Key Responsibilities /h3 h3Discovery Requirements /h3 ul liElicit business goals, user journeys, intents/entities, FAQs, and deflection targets with stakeholders (CX, Operations, Legal). /li liTranslate requirements into measurable NLU/LLM specs and acceptance criteria. /li /ul h3Conversation Language Design /h3 ul liDesign intents, entities, dialogue flows, handoffs, error recovery, and tone of voice. /li liAuthor prompts, system instructions, tool‑use policies, and safety guardrails. /li liCreate high‑quality utterance datasets, synonyms, lexical/regex patterns, and grammars. /li /ul h3Modeling Development /h3 ul liBuild and fine‑tune NLU/LLM components (classification, NER, summarization, RAG over knowledge bases). /li liConfigure ASR/TTS for omnichannel (voice/chat/messaging). /li liImplement data quality checks, PII redaction/anonymization, and prompt/content moderation. /li /ul h3Testing Evaluation /h3 ul liDefine and execute unit, integration, regression, A/B, and user acceptance tests. /li liEvaluate with task metrics (containment, deflection, FCR, AHT impact, CSAT) and model metrics (precision/recall, F1, latency, hallucination rate). /li /ul h3Deployment Operations /h3 ul liSupport CI/CD pipelines, release notes and rollback plans. /li liMonitor production with analytics dashboards, conversation reviews, error triage and incident response. /li liDrive continuous improvement via data‑driven tuning and content updates. /li /ul h3Governance Compliance /h3 ul liEnsure GDPR/LOPDGDD compliance, consent, data minimization and retention policies. /li liApply Responsible AI practices (bias/fairness checks, safety red‑teaming, documentation). /li /ul h3Cross‑Functional Collaboration /h3 ul liPartner with Contact Center Ops, QA, Knowledge Management, CRM teams and vendor partners. /li liProvide enablement materials and training for agents and supervisors. /li /ul h3Skills Knowledge and Expertise /h3 pWe need you to contribute: /p ul liParticipation in bot projects (voicebots, chatbots, virtual assistants, etc.) involving conversational flows, open questions, automation, NLU technologies (voice recognition, classification, voice synthesis) and generative AI. /li liExperience in customer relations, requirements gathering, design, validation, etc. /li liExperience with recognition models (SST, TTS, NLU) and their training or continuous improvement: Microsoft STT, MS LUIS/CLU, Google, Amazon, Nuance Recognizer. /li liExperience in improving UX at the design, development, analysis and continuous improvement levels of NLP associated with bots. /li liExperience in designing, writing, and improving AI prompting under different LLM models. /li liAbility to analyze and participate in consulting projects where customer automation bot services have been analyzed, evaluating KPIs, and a proposal for improving their systems and services has been developed. /li /ul h3What extra would be desirable: /h3 ul liDevelopment of bots or agents using generative AI technologies such as AI Agentics architecture, Google Conversational Agent with Playbooks, Google AI Studio, Gemini, OpenAI, Amazon Bedrock, Microsoft Azure AI, other AI architectures or LLMs. /li liBot development using conversation technologies such as DialogFlow, Genesys Dialog Engine, Nuance Mix, Microsoft Bot Framework, and VXML. /li liKnowledge and experience in programming and scripting (Javascript/Node, Python, Java, bash, etc.). /li liProficiency and experience with project development tools and methodologies. IDEs, code repositories (mainly git), Agile. /li /ul h3Benefits /h3 h3Benefits may include: /h3 ul liPension Scheme /li liRemote/Flexible work /li liLife insurance /li liPrivate health and dental care /li liCycle to work /li li28 days paid holiday a year (including three Sabio days) /li liLinkedIn Learning /li liPlus many more (Benefits are dependent on your base location). /li /ul h3The Small Print /h3 pStrictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK EU). Sabio Group is unable to offer sponsorship on any roles advertised. /p /p #J-18808-Ljbffr