About
Scorebuddy is a leading Quality Management SaaS platform for contact centres, combining coaching, learning and advanced AI Analytics to help customers improve operational efficiency and enhance customer experiences. We serve a global customer base, from teams of 20 to 20,000 users.
We are seeking a Senior AI Solutions Engineer with deep expertise in Large Language Models (LLMs) and applied machine learning to join our innovative AI team. Reporting to the Directors of Engineering and the CTO, you will play a key role in developing production-ready AI systems that transform how contact centres assess, coach and improve performance.
This is a high-impact role, blending technical innovation, system design and real-world implementation of cutting-edge AI techniques. You'll help shape our AI roadmap, working cross-functionally to deliver intelligent customer-centric features.
What you'll do:
- LLM Feature Engineering - Design and implement LLM-powered features such as conversation analysis, performance scoring, automated coaching and multilingual support.
- Research to Production - Translate research and emerging techniques into scalable, secure and maintainable solutions incorporating components such as RAG (Retrieval-Augmented Generation), agentic frameworks and speech transcription.
- Architecture & Integration - Design and integrate scalable AI systems into our platform, optimising for cost, performance and maintainability.
- Innovation & Prototyping - Evaluate new and emerging LLM technologies (e.g. MCP, A2A, LangGraph), conduct proof-of-concepts and inform our product strategy.
- Quality Assurance for AI - Define testing methodologies and performance metrics for AI outputs to ensure reliability, accuracy and fairness.
- Cross-functional Collaboration - Partner with Product, UX and Engineering teams to deliver seamless and intuitive AI-powered user experiences.
- MLOps - Deploy and monitor AI models using best practices for model versioning, observability and continuous improvement.
- Mentorship & Communication - Support junior engineers and clearly articulate complex AI concepts to both technical and non-technical stakeholders.
What are we looking for:
- 7+ years in software engineering, including 3+ years working on AI/ML projects
- Proven experience developing and deploying LLM-powered applications in production
- Deep understanding of modern NLP techniques (e.g. transformers, embeddings, prompt engineering)
- Hands-on experience with foundation models and generative AI platforms (e.g. OpenAI, Anthropic, open-source models)
- Experience building RAG systems with vector databases (e.g. pgvector, Pinecone, OpenSearch)
- Proficiency in Python and familiarity with ML frameworks such as PyTorch or TensorFlow
- Exposure to AI orchestration frameworks such as LangChain, LangGraph and others
- Experience with microservices architectures and API development, experience with Golang is desirable
- Experience with relational (MySQL, PostgreSQL) and NoSQL (MongoDB) databases
- Experience with cloud platforms, particularly AWS AI services (Bedrock, SageMaker) and/or Azure OpenAI Service
- Understanding of MLOps practices (deployment, monitoring, model lifecycle)
- Familiarity with ethical AI development, fairness and bias mitigation
- Experience working in an Agile development environment
- Excellence in stakeholder management and technical communication
Education
- BSc/MSc in Computer Science, Artificial Intelligence, Machine Learning or a related technical discipline
What we offer
- Competitive salary and performance-based bonus
- 25 paid holidays annually
- Subsidised gym membership
- Webdoctor online GP service access
- Taxsaver tickets & Cycle to Work schemes
- Enhanced maternity, paternity and sick leave pay
- Access to Irish Life PRSA, salary sacrifice
Work Location
Iconic Offices - The Masonry, 151 Thomas Street, Dublin 8
We support hybrid working, with about two days per week in the office.
No recruitment agency assistance required
Top Skills
What We Do
Scorebuddy is a market-leading contact center quality assurance (QA) solution that uses embedded AI to improve operational efficiency, drive agent engagement, and uncover actionable insights.
Using AI, Scorebuddy allows you to analyze every interaction and identify the ones that need human review—so you can reduce cost per interaction, improve both agent and customer experience, and deliver personalized coaching that makes a real-world impact.
By automating repetitive tasks with AI, Scorebuddy allows you to expand and evolve your QA program without having to spend on extra hires. Analyze 100% of agent-customer conversations to ensure complete QA coverage. Leverage AI evaluator assistance and auto-scoring to make your quality assurance process faster and more accurate. Put powerful, automated workflows in place to assign targeted lists for evaluation and streamline the entire process.
Scorebuddy’s advanced reporting and analytics tools identify trends and patterns in your QA data, uncovering actionable insights for your organization. You can explore all of this data with embedded business intelligence (BI) and create highly-visual, digestible reports to share with stakeholders in multiple formats. You can even create custom dashboards aligned with the needs of individual users. Plus, enhanced root cause analysis and automated sentiment analysis let you understand customer needs, wants, and behaviors.
