The Role
Design, build, test, deploy and optimize conversational AI for contact centers. Create intents, dialogue flows, prompts and linguistic resources; train and evaluate NLU/LLM, ASR/TTS components; ensure GDPR and Responsible AI compliance; support CI/CD, monitoring, and cross-functional enablement to improve containment, CSAT and other CX metrics.
Summary Generated by Built In
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).
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 GDPR/LOPDGDD 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
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
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.
Benefits may include:
Pension Scheme
Remote/Flexible work
Life insurance
Private health
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.
About
THE DIGITAL CX TRANSFORMATION COMPANYWhy Sabio? We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.At Sabio, we are devoted to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation. We are committed to being an equal opportunity employer that not only values but celebrates diversity and inclusion. We firmly stand against discrimination based on factors such as race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, and disability status. If you need accommodations, additional support and/or have any specific requirements, we invite you to reach out to our talent team directly: [email protected]
Skills Required
- Experience on bot projects (voicebots, chatbots, virtual assistants) including conversational flows and NLU technologies
- Experience in customer relations, requirements gathering, conversation design, validation and CX-focused automation
- Experience with recognition models and their training/continuous improvement (STT, TTS, NLU) and platforms such as Microsoft STT, MS LUIS/CLU, Google, Amazon, Nuance Recognizer
- Experience building and fine-tuning NLU/LLM components (classification, NER, summarization, RAG over knowledge bases)
- Ability to design and author prompts, system instructions, tool policies, safety guardrails and improve AI prompting across LLM models
- Knowledge of GDPR / LOPDGDD, data minimization, consent, retention policies and Responsible AI practices (bias/fairness checks, safety red‑teaming)
- Experience defining and executing unit, integration, regression, A/B and user acceptance tests and evaluating task and model metrics
- Right to work in the territory for the role (UK & EU); employer cannot provide visa sponsorship
- Experience participating in consulting-style projects evaluating automation KPIs and proposing improvements
- Experience configuring ASR/TTS for omnichannel (voice/chat/messaging) and implementing PII redaction/anonymization and moderation
- Experience developing bots or agents using generative AI technologies (Google AI Studio, Gemini, OpenAI, Amazon Bedrock, Microsoft Azure AI) or agentic architectures
- Experience with conversation platforms: DialogFlow, Genesys Dialog Engine, Nuance Mix, Microsoft Bot Framework, VXML
- Programming and scripting knowledge (JavaScript/Node, Python, Java, Bash)
- Familiarity with development tools and methodologies: IDEs, code repositories (git), Agile
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The Company
What We Do
We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences. Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels. The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Saga, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
