ABOUT THE ROLE
Enterprise AI and technology consultancy headquartered in Abu Dhabi, operating across the GCC, the United Kingdom, and Germany. We deliver implementation-led engagements for regulated enterprise clients in banking, energy, healthcare, and government. We are deployment agnostic: sovereign air gapped, on-premise, private cloud, and public cloud. We are hired to put working systems into production and to leave the client able to run them.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
PURPOSE OF THE ROLE
You will build customer-facing AI agents that accurately answer real inquiries in both English and Arabic, and you will be accountable for their performance in production. The first deployment for this role is a bilingual customer service agent for a major client in the UAE energy sector, which will cover web, messaging, and voice interactions.
WHAT YOU WILL DO
- Design and build AI agents that resolve customer inquiries based on approved knowledge sources, ensuring answers are traceable to source content.
- Own retrieval quality, including how content is prepared, chunked, indexed, and refreshed, and manage the agent’s responses when no good answer is available.
- Develop and optimize bilingual behavior, including language detection, switching mid-conversation, and ensuring Arabic responses are natural for a Gulf audience.
- Define escalation rules and manage handover to human agents to prevent customers from being caught in loops.
- Establish evaluation frameworks before launch, including test sets, accuracy measurements, and regression checks for every change.
- Instrument the agent to provide visibility on resolution rates, escalation volumes, and response accuracy in client reporting.
- Work within the client’s environment, adhering to their security and data residency requirements.
- Provide documentation and training to ensure the client's team can operate and extend the agent effectively.
WHAT SUCCESS LOOKS LIKE IN THE FIRST 90 DAYS
- A fully operational agent in the client environment capable of responding to a defined set of inquiries in both languages.
- An evaluation set approved by the client, representing their customers, with measured accuracy outcomes.
- Agreed upon escalation and handover rules validated by the client's service team.
ESSENTIAL EXPERIENCE
- Three or more years of software development experience, with at least one year focused on LLM-based applications that have reached real users.
- Practical experience with retrieval processes over enterprise content and a clear understanding of common retrieval quality issues.
- Proficient in Python, with the ability to navigate and work within existing codebases and cloud accounts.
- Experience in designing conversational flows, including paths for when errors occur as well as ideal scenarios.
- Demonstrated ability to measure an AI system’s performance beyond mere demonstration.
- Capable of working onsite with client teams and effectively communicating technical decisions to non-technical stakeholders.
DESIRABLE EXPERIENCE
- Proficiency in Arabic, especially in handling Gulf dialects in both spoken and written forms.
- Experience with contact center platforms, WhatsApp Business, or other voice channels.
- Previous work in regulated environments such as banking, energy, healthcare, or government.
- Familiarity with safety measures, such as guardrails, prompt injection defenses, and content safety in customer-facing systems.
