Engineer - OpenAI & Chatbot Support

Job Overview

This role involves managing, monitoring, troubleshooting, and enhancing enterprise generative AI and chatbot platforms. The Engineer will focus on ensuring service uptime, analyzing response quality, managing knowledge bases, supporting prompt configurations, resolving integration issues, implementing responsible AI measures, and providing support aligned with SLAs.

Key Responsibilities

• Continuously oversee chatbot and AI services to monitor availability, latency, errors, and overall operational health.
• Diagnose and address incidents related to conversation design, model APIs, prompt accuracy, knowledge retrieval systems, authentication, and connected services.
• Evaluate chatbot responses for accuracy, relevance, and safety, documenting corrective steps with evidence.
• Manage and maintain prompt libraries, system directives, conversation topics, knowledge sources, configurations, and version control records.
• Facilitate retrieval-augmented generation processes including content ingestion, indexing, permissions, and periodic knowledge updates.
• Conduct validation of software releases and configuration changes across development, testing, and production environments.
• Analyze logs, user feedback, traces, and usage data to detect recurring problems and opportunities for improvement.
• Implement and enforce responsible AI policies including privacy, security, content safety, and human escalation procedures.
• Collaborate with application, data & AI, security, cloud, and business teams for second and third-level escalations and problem-solving.
• Develop and maintain operational standard operating procedures (SOPs), known error records, support documents, test histories, and service performance reports.
• Apply prompt engineering principles to optimize chatbot and AI effectiveness.

Technical Skills Required

• Experience with Azure OpenAI or equivalent enterprise large language model platforms, including deployment, configuration, and endpoint management.
• Familiarity with Microsoft Copilot Studio, Azure Bot Service, Bot Framework or similar chatbot development frameworks.
• Understanding of retrieval-augmented generation (RAG), document ingestion, chunking, semantic and vector search, knowledge base upkeep, and grounding techniques.
• Competence in prompt setup, conversation flow design, fallback mechanisms, escalation strategies, response testing, and version control.
• Proficiency in REST APIs, JSON data handling, authentication processes, connector use, webhooks, and troubleshooting application integrations.
• Experience with logging, tracing, analytics tools, content filtering, privacy safeguards, access controls, and responsible AI operations.
• Knowledge of incident, problem, change, release, service level agreement (SLA), runbook, and knowledge management best practices.

Preferred Additional Skills

• Hands-on experience with Azure AI Search and enterprise knowledge management platforms.
• Exposure to Semantic Kernel or agent orchestration frameworks.
• Familiarity with evaluation, observability, or prompt-testing tools for large language models.
• Relevant Microsoft Azure, AI, or ITIL certifications.
• Basic knowledge of front-end technologies such as Next.js and React.js.
• Experience with Python programming.

Educational Qualifications

A Bachelor's degree in Computer Science, Data Engineering, Information Systems, or a related discipline is required.

Soft Skills

• Strong analytical and problem-solving capabilities.
• Excellent skills in communication and documentation.
• Ability to work autonomously and collaborate efficiently with cross-functional and service management teams.
• Customer-centric approach with dedicated ownership of incidents, requests, and operational responsibilities.

About The Company

Malomatia, based in Qatar, is a premier IT services and solutions firm committed to empowering businesses and government entities through innovative, comprehensive technology offerings that enable strategic advancement.

Mission: To assist Qatar's public and private sectors in accelerating their digital transformation using knowledge-driven, agile solutions.

Vision: To be recognized as Qatar's dependable partner for digital evolution, influencing industry transformation, and nurturing a distinguished technology ecosystem.

Established in 2008, Malomatia delivers ISO-certified IT services across cloud, cybersecurity, artificial intelligence, and contact center excellence, contributing to Qatar's sustainable technological future.

The company serves diverse sectors such as government, healthcare, education, customs, and transportation through a highly skilled multinational workforce dedicated to crafting impactful digital solutions to fulfill national development objectives.

Core values include ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation, fostering a culture dedicated to technology's positive societal impact.