Engineer - OpenAI & Chatbot Support

About the role

We are seeking an Engineer to operate, monitor, troubleshoot, and continuously improve enterprise generative‑AI and chatbot services. The role ensures service availability, response‑quality, and responsible‑AI controls while providing SLA‑driven production support.

Key responsibilities

• Monitor AI and chatbot services for availability, latency, errors, usage and health; triage and resolve incidents across conversation flows, model endpoints, prompts, knowledge retrieval, APIs and authentication.
• Investigate inaccurate or unsafe chatbot responses, document corrective actions, and maintain approved prompts, system instructions, topics, knowledge sources and version history.
• Support retrieval‑augmented generation workflows, content ingestion, indexing, access controls and knowledge refresh activities.
• Validate releases and configuration changes across development, testing and production environments; analyse logs, traces, user feedback and usage metrics to identify recurring issues.
• Apply responsible‑AI, privacy, security and content‑safety controls; coordinate L2/L3 escalations with application, Data & AI, security, cloud and business teams.

Required profile

• Bachelor’s degree in Computer Science, Data Engineering, Information Systems or related field.
• Strong analytical, problem‑solving and troubleshooting abilities with excellent communication and documentation skills.
• Ability to work independently and collaborate across technical and service‑management teams, with a customer‑focused mindset.

Required skills

• Azure OpenAI or comparable enterprise LLM services.
• Microsoft Copilot Studio, Azure Bot Service, Bot Framework or similar chatbot platforms.
• RAG concepts, document ingestion, chunking, vector and semantic search, grounding, knowledge‑base maintenance.
• Prompt configuration, conversation flows, fallback handling, escalation paths, response‑quality testing, version control.
• REST APIs, JSON, authentication, connectors, webhooks and integration troubleshooting.
• Logging, tracing, analytics, content filtering, privacy and access controls, responsible‑AI operational practices.
• Python programming.