Engineer - OpenAI & Chatbot Support

Job Description 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. Responsibilities 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 Qualification QUALIFICATIONS • 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. About Malomatia ABOUT US malomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end-to-end technology solutions that empower clients to achieve their strategic goals. Our mission Empowering Qatar’s businesses and governments to leap into the digital future with agile, knowledge-driven solutions. Our vision To become Qatar’s trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world-class tech ecosystem. Driving change that makes a real impact Since 2008, malomatia has been driving Qatar’s digital transformation through innovative, ISO-certified IT solutions. With expertise across key public and private sectors, we empower the nation’s vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar’s sustainable future. About The Team Established in 2008, malomatia is a Qatari leader in IT services and digital transformation. We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals. Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high-value digital solutions tailored to the unique needs of our clients. Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent. We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation. Join us in shaping the future of technology in Qatar Show more Show less

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

Monitor chatbot and generative-AI services for availability, latency, errors, usage, and operational health. Triages and resolves incidents involving conversation flows, model endpoints, prompts, knowledge retrieval, APIs, authentication, and dependent services. Investigate inaccurate, incomplete, unsafe, or irrelevant chatbot responses and document 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. Analyze 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.