Conversation AI Engineer
Atribs Metscon Group · Abu Dhabi, United Arab Emirates
ABOUT
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.
PURPOSE OF THE ROLE
You build
customer facing AI agents that answer real enquiries correctly, in English and
Arabic, and you are accountable for how they behave in production. Our first
deployment for this role is a bilingual customer service agent for a major
client in the UAE energy sector, covering web, messaging and voice.
WHAT YOU WILL DO
• Design and build AI agents that resolve customer
enquiries from approved knowledge sources, with answers traceable to source
content
• Own retrieval quality: how content is prepared,
chunked, indexed and refreshed, and how the agent behaves when it has no good
answer
• Build and tune bilingual behaviour, including language
detection, switching mid conversation, and Arabic responses that read naturally
to a Gulf audience
• Define escalation rules and the handover to human
agents, so the customer is never left in a loop
• Set up evaluation before launch: test sets, accuracy
measurement, regression checks on every change
• Instrument the agent so resolution rate, escalation
volume and response accuracy are visible to the client in reporting
• Work in the client's environment under their security
and data residency requirements
• Hand over documentation and run training so the
client's own team can operate and extend the agent
WHAT SUCCESS LOOKS LIKE IN THE FIRST 90 DAYS
• A working agent in a client environment, answering a
defined enquiry set in both languages
• An evaluation set the client agrees represents their
customers, with measured accuracy against it
• Escalation and handover rules signed off by the
client's service team
ESSENTIAL EXPERIENCE
• Three years or more building software, with at least
one year on LLM based applications that reached real users
• Production experience with retrieval over enterprise
content, and a clear view on why retrieval quality fails
• Strong Python, and comfort working inside someone
else's codebase and cloud account
• Experience designing conversation flows, including
failure paths, not only the ideal path
• Evidence of measuring an AI system rather than
demonstrating it
• Able to work onsite with client teams and explain
technical decisions to non technical stakeholders
DESIRABLE
• Arabic language skills, particularly Gulf dialect
handling in speech or text
• Experience with contact centre platforms, WhatsApp
Business or voice channels
• Work in a regulated environment: banking, energy,
healthcare or government
• Exposure to guardrails, prompt injection defence and
content safety in customer facing systems