Engineer - OpenAI & Chatbot Support

We are looking for an Engineer - OpenAI & Chatbot Support to operate, monitor, troubleshoot, and continuously improve enterprise generative-AI and chatbot services. The role focuses on service availability, response-quality investigation, knowledge-base operations, prompt and configuration support, integration troubleshooting, responsible-AI controls, and SLA-driven production support.

Qualification:

• Bachelor's or Bachelor degree in Computer Science, Data Engineering, Information Systems, or a related field.

Soft Skills:

• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication and documentation abilities.
• Ability to work independently and collaborate effectively across technical and service-management teams.
• Customer-focused mindset with disciplined ownership of incidents, requests, and operational commitments.

Role Responsibilities:

• Monitor chatbot and generative-AI services for availability, latency, errors, usage, and operational health.
• Triage and resolve incidents involving conversation flows, model endpoints, prompts, knowledge retrieval, APIs, authentication, and dependent services.
• Investigate inaccurate, incomplete, unsafe, or irrelevant chatbot responses and document evidence-based corrective actions.
• Maintain approved prompts, system instructions, chatbot topics, knowledge sources, configuration records, 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 and improvement opportunities.
• Apply approved responsible-AI, privacy, security, content-safety, and human-escalation controls.
• Coordinate with application, Data & AI, security, cloud, and business teams for L2/L3 escalation and problem resolution.
• Maintain operational SOPs, known-error records, support knowledge articles, test evidence, and service reports.
• Understand and usage on prompt engineering

Technical Skills:

• Azure OpenAI or comparable enterprise LLM services; deployment, configuration, endpoint, and operational support awareness
• Microsoft Copilot Studio, Azure Bot Service, Bot Framework, or comparable chatbot platforms.
• RAG concepts, document ingestion, chunking awareness, vector and semantic search, grounding, and knowledge-base maintenance.
• Prompt configuration, conversation flows, fallback handling, escalation paths, response-quality testing, and version control.
• REST APIs, JSON, authentication, connectors, webhooks, and troubleshooting of dependent application integrations.
• Logging, tracing, analytics, content filtering, privacy controls, access controls, and responsible-AI operational practices.
• Incident, problem, change, release, SLA, runbook, and knowledge-management practices.

Good To Have:

• Experience with Azure AI Search and enterprise knowledge bases.
• Exposure to Semantic Kernel or agent orchestration frameworks.
• Experience with LLM observability, evaluation, or prompt-testing tools.
• Relevant Microsoft Azure, AI, or ITIL certifications.
• Exposure to on front end stacks link next.js, react js.
• Experience on Python