Job Description

AI Linguist

Department: Delivery

Employment Type: Full Time

Location: Madrid

Reporting To: Eduardo Campos Palarea

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 Linguist to join our Team

The AI Linguist will join our customer service bot/AI agent development team for contact center environments, contributing across the full project lifecycle: requirements gathering, conversation design, development, unit & integration testing, deployment, and post‑production support You will craft user intents, dialogue flows, prompts/guardrails, and linguistic resources; train/evaluate NLU/LLM-based components; and continuously optimize performance, accuracy, and customer experience in Spanish (and other supported languages).

Key Responsibilities

Discovery & Requirements

• Elicit business goals, user journeys, intents/entities, FAQs, and deflection targets with stakeholders (CX, Operations, Legal).
• Translate requirements into measurable NLU/LLM specs and acceptance criteria.

Conversation & Language Design

• Design intents, entities, dialogue flows, handoffs, error recovery, and tone of voice.
• Author prompts, system instructions, tool-use policies, and safety guardrails.
• Create high‑quality utterance datasets, synonyms, lexical/regex patterns, and grammars.

Modeling & Development

• Build and fine‑tune NLU/LLM components (classification, NER, summarization, RAG over knowledge bases).
• Configure ASR/TTS for omnichannel (voice/chat/messaging).
• Implement data quality checks, PII redaction/anonymization, and prompt/content moderation.

Testing & Evaluation

• Define and execute unit, integration, regression, A/B, and user acceptance tests.
• Evaluate with task metrics (containment, deflection, FCR, AHT impact, CSAT), and model metrics (precision/recall, F1, latency, hallucination rate).

Deployment & Operations

• Support CI/CD pipelines, release notes, and rollback plans.
• Monitor production with analytics dashboards, conversation reviews, error triage, and incident response.
• Drive continuous improvement via data‑driven tuning and content updates.

Governance & Compliance

• Ensure GDPRLOPDGDD compliance, consent, data minimization, and retention policies.
• Apply Responsible AI practices (bias/fairness checks, safety red‑teaming, documentation).

Cross‑Functional Collaboration

• Partner with Contact Center Ops, QA, Knowledge Management, CRM teams, and vendor partners.
• Provide enablement materials and training for agents and supervisors.

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.
• Experience in recognition models (SST, TTS, NLU) as well as in their training or continuous improvement: Microsoft STT, MS LUIS/CLU, Google, Amazon, Nuance Recognizer.
• Experience in improving UX at the design, development, analysis, and continuous improvement levels of NLP associated with bots.
• Experience in designing, writing, and improving AI prompting under different LLM models.
• Ability 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.

What extra would be desirable:

• Development 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...
• Bot development using conversation technologies such as DialogFlow, Genesys Dialog Engine, Nuance Mix, Microsoft Bot Framework, and VXML.
• Knowledge and experience in programming and scripting (Javascript/Node, Python, Java bash, etc.).
• Proficiency and experience with project development tools and methodologies. IDEs, code repositories (mainly git), Agile

Benefits

CHECK BENEFITS ARE CORRECT - PER LOCATION

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include:

Pension Scheme
Remote/Flexible work
Life insurance
Private health and dental care
Cycle to work
28 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly 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 are unable to offer sponsorship on any roles advertised.