Santander is one of the world's largest financial institutions, operating as a leading retail and commercial bank with a massive global footprint across Europe and the Americas. Founded in 1857, the group serves over 160 million customers and employs hundreds of thousands of professionals, providing services ranging from consumer finance to corporate and investment banking.

In Spain, the bank is headquartered at its expansive 'Santander Group City' campus in Boadilla del Monte, Madrid, which serves as a hub for its global operations. For international professionals, Santander offers significant opportunities in its technology and digital divisions, such as Santander Digital Services (SDS) and Open Digital Services (ODS), where English is often the primary working language for global projects in AI, cybersecurity, and fintech innovation.

Founded in 1857 in the city of Santander, Spain, the bank originally served regional trade interests. Over the 20th and 21st centuries, it transformed into a global powerhouse through strategic acquisitions in the UK, Brazil, and the USA, becoming the largest bank in the Eurozone by market value.

For international professionals

Operates 'Santander Group City,' one of the largest corporate headquarters in Europe, located in Boadilla del Monte, Madrid.
Actively recruits international talent for global roles in cybersecurity, AI, and software engineering through its dedicated tech hubs.
Offers a highly international environment within its Corporate & Investment Banking (SCIB) and Global Tech divisions.
Provides comprehensive benefits and structured career paths, including specific talent programs for juniors and internal mobility options.
While retail banking roles require Spanish, global corporate and tech functions frequently use English as the main business language.

Experto en Agentes Conversacionales IA - Data & IA

Santander

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Expert in Conversational AI Agents - Data & AI Country: Spain

IT'S TIME

Santander ( www.santander.com ) is evolving from a high-impact global brand to a technology-driven organization, and people are at the heart of this journey. Together, we are leading a customer-centric transformation that values disruptive thinking , the courage to challenge the status quo, and the ability to innovate . This is more than a strategic shift: it's an opportunity to grow, learn, and make a real impact .

Our mission is to help more people and businesses thrive . We embrace a strong risk culture and expect all our teams to take a proactive and responsible approach to risk management.

How do we do it? By working as a team, challenging the business, valuing and promoting diversity, and using technology as a driver to build the most complete ecosystem of products that adapt to our customers' needs.

At Santander, we work to create a leading financial services platform , integrating the best of the physical and digital worlds. We are a global bank with local roots, leveraging technology, innovation, and talent to transform the financial experience.

THE IMPACT YOU WILL GENERATE

We are looking for an Expert Conversational Agents AI - Data & AI based in Madrid .

In this role, your main responsibilities will include:

Implement and evolve conversational agents (chat/voice) in production following architecture, security and quality standards.
Configure and optimize intents, entities, slots, context, flows, disambiguation, fallback, and handoff to a human agent.
Identify opportunities for automation and operational efficiency improvements without degrading the customer experience.
Build NLP/LLM components: classification, extraction, RAG, prompt templates, functions/tools (tool calling if applicable) and guardrails.
Prepare and maintain conversational datasets : cleaning, labeling, versioning, and quality control.
Define and execute technical evaluation : intent accuracy/recall, confusion, coverage, and LLM evaluation (rubrics, human evaluation, safety checks).
Analyze logs and conversations to detect gaps, broken paths, overlapping intents, context errors, and propose improvements.
Integrate the agent with internal systems using APIs, CRM/ticketing connectors, and knowledge bases.
Implement security and compliance controls : PII drafting, access control, logging/auditing, retention, and internal policies.
Documenting workflows, technical decisions and creating runbooks; second-level support and incident RCA.
Participate in monitoring , latency optimization and service stability.

WHAT YOU WILL BRING TO THE TEAM

Our people are our greatest strength. Each person contributes unique perspectives that make us stronger as a team and as an organization. We value who they are and empower their contributions.

The following requirements represent the essential knowledge, skills, and competencies for this position.

Professional experience

More than 2 years of experience in applied AI , NLP, software engineering, data or automation in production environments.
Hands-on experience building and maintaining chatbots/voicebots in production (web/app/WhatsApp/IVR).
Experience with LLMs in real cases : prompting, RAG/semantic search, quality assessment, guardrails and hallucination mitigation.
Experience in analytics and conversation monitoring : event instrumentation, logs, dashboards and metrics
Experience integrating with REST/webhook APIs and enterprise systems (desirable).
Experience with conversational platforms (at least one): Dialogflow, Azure Bot Framework, Amazon Lex, IBM Watson Assistant, Genesys, LivePerson, Kore.ai, Cognigy (desirable).
Knowledge of MLOps/LLMOps practices (desirable): versioning, deployments, monitoring, rollback.
Experience in regulated environments / sensitivity to security and privacy (PII, GDPR) (desirable)

Education

Degree in Computer/Telecommunications Engineering , Mathematics/Statistics, Data Science, Physics or similar.
Master's degree/postgraduate degree in AI, Data Science, NLP, Software Engineering (desirable).
Certifications (desirable):
- Cloud Fundamentals (AWS/Azure/GCP)
- NLP/Conversational AI (any recognized vendor)
- Scrum/Agile (PSM/CSM)
- Responsible AI / Security (valuable)

Technical skills (Hard skills)

NLP: intent classification, entity extraction, slot filling, rule-based dialogue + ML.
LLM: prompting, RAG, embeddings, response evaluation, guardrails, safety filters.
Programming: Python and/or JavaScript/TypeScript (desirable), Git, basic testing.
Integration: REST APIs, OAuth/SSO (concepts), webhooks, Postman.
Data: Basic/intermediate SQL, data preparation, labeling, versioning.
Knowledge management: KB, taxonomies, content versioning, semantic search.
Quality: conversational test cases, regression, UAT, edge case validation.
Tools: Jira/Confluence, CI/CD (desirable)
English: C1 (technical documentation, meetings with suppliers, international coordination). (Preferred)

WE VALUE YOUR IMPACT

Your contribution matters, and we recognize it. At Santander, you can expect a fair and competitive compensation package that reflects your impact and the value you'll deliver. Take a moment to understand what we mean:

Your health is our priority. Through BeHealthy, our global wellness program, we promote the overall well-being of our teams.
We know that family is the most important thing. That's why we offer childcare support and family programs tailored to each stage of life.
We empower our teams to go further through growth opportunities, international mobility, and broad career paths.
We believe in the power of helping: you can dedicate part of your working day to volunteering.

We're here to keep you motivated , help you reach your goals , and celebrate your achievements every step of the way.

View original advert (Spanish)

Experto en Agentes Conversacionales IA - Data & IACountry: Spain

ES EL MOMENTO

Santander (www.santander.com) está evolucionando de ser una marca global de alto impacto a una organización impulsada por la tecnología, y las personas están en el centro de este camino. Juntos, estamos liderando una transformación centrada en el cliente que valora el pensamiento disruptivo, la valentía de desafiar lo posible y la capacidad de innovar. Esto es más que un cambio estratégico: es una oportunidad para crecer, aprender y generar un impacto real.

Nuestra misión es contribuir a que más personas y empresas prosperen. Adoptamos una sólida cultura de riesgos y esperamos que todos nuestros equipos asuman un enfoque proactivo y responsable en la gestión del riesgo.

¿Cómo lo hacemos? Trabajando en equipo, desafiando el negocio, valorando y promoviendo la diversidad y utilizando la tecnología como driver para construir el ecosistema más completo de productos que se adaptan a las necesidades de nuestros clientes.

En Santander trabajamos para crear una plataforma líder de servicios financieros, integrando lo mejor del mundo físico y digital. Somos un banco global con raíces locales, que potencia la tecnología, la innovación y el talento para transformar la experiencia financiera.

EL IMPACTO QUE GENERARÁS

Estamos buscando un/a Experto de Agentes Conversacionales IA - Data & AI con base en Madrid.

En este puesto, tus principales responsabilidades incluirán:

Implementar y evolucionar agentes conversacionales (chat/voz) en producción siguiendo estándares de arquitectura, seguridad y calidad.
Configurar y optimizar intents, entities, slots, contexto, flujos, desambiguación, fallback y handoff a agente humano.
Identificar oportunidades de automatización y mejoras de eficiencia operativa sin degradar la experiencia de cliente.
Construir componentes de NLP/LLM: clasificación, extracción, RAG, prompt templates, funciones/herramientas (tool calling si aplica) y guardrails.
Preparar y mantener datasets conversacionales: limpieza, etiquetado, versionado y control de calidad.
Definir y ejecutar evaluación técnica: precisión/recall de intents, confusión, cobertura, y evaluación de LLM (rubrics, human eval, safety checks).
Analizar logs y conversaciones para detectar gaps, rutas rotas, intents solapados, errores de contexto y proponer mejoras.
Integrar el agente con sistemas internos mediante APIs, conectores a CRM/ticketing y bases de conocimiento.
Implementar controles de seguridad y cumplimiento: redacción de PII, control de accesos, logging/auditoría, retención y políticas internas.
Documentar flujos, decisiones técnicas y crear runbooks; soporte de segundo nivel y RCA de incidencias.
Participar monitorización, optimización de latencia y estabilidad del servicio.

LO QUE APORTARÁS AL EQUIPO

Nuestra gente es nuestra mayor fortaleza. Cada persona contribuye con perspectivas únicas que nos hacen más fuertes como equipo y como organización. Valoramos quiénes son y potenciamos lo que aportan.

Los siguientes requisitos representan los conocimientos, habilidades y competencias esenciales para este puesto.

Experiencia profesional

Más de 2 años de experiencia en IA aplicada, NLP, software engineering, data o automatización en entornos productivos.
Experiencia hands-on construyendo y manteniendo chatbots/voicebots en producción (web/app/WhatsApp/IVR).
Experiencia con LLMs en casos reales: prompting, RAG/búsqueda semántica, evaluación de calidad, guardrails y mitigación de alucinaciones.
Experiencia en analítica y monitorización de conversaciones: instrumentación de eventos, logs, dashboards y métricas
Experiencia integrando con APIs REST/webhooks y sistemas corporativos (deseable).
Experiencia con plataformas conversacionales (al menos una): Dialogflow, Azure Bot Framework, Amazon Lex, IBM Watson Assistant, Genesys, LivePerson, Kore.ai, Cognigy (deseable).
Conocimiento de prácticas MLOps/LLMOps (deseable): versionado, despliegues, monitorización, rollback.
Experiencia en entornos regulados / sensibilidad a seguridad y privacidad (PII, GDPR) (deseable)

Educación

Grado en Ingeniería Informática/Teleco, Matemáticas/Estadística, Ciencia de Datos, Física o similar.
Máster/posgrado en IA, Data Science, NLP, Ingeniería de Software (deseable).
Certificaciones (deseables):
- Cloud Fundamentals (AWS/Azure/GCP)
- NLP/Conversational AI (cualquier vendor reconocido)
- Scrum/Agile (PSM/CSM)
- Responsible AI / Seguridad (valorable)

Habilidades técnicas (Hard skills)

NLP: intent classification, entity extraction, slot filling, diálogo basado en reglas + ML.
LLM: prompting, RAG, embeddings, evaluación de respuestas, guardrails, safety filters.
Programación: Python y/o JavaScript/TypeScript (valorable), Git, tests básicos.
Integración: APIs REST, OAuth/SSO (conceptos), webhooks, Postman.
Datos: SQL básico/intermedio, preparación de datos, etiquetado, versionado.
Knowledge management: KB, taxonomías, versionado de contenidos, búsqueda semántica.
Calidad: test cases conversacionales, regresión, UAT, validación de edge cases.
Herramientas: Jira/Confluence, CI/CD (deseable)
Inglés: C1 (documentación técnica, reuniones con proveedores, coordinación internacional). (Preferido)

VALORAMOS TU IMPACTO

Tu contribución importa, y la reconocemos. En Santander puedes esperar un paquete retributivo justo y competitivo que refleje tu impacto y el valor que entregarás. Toma un momento para entender a lo que nos referimos:

Tu salud es nuestra prioridad. A través de BeHealthy, nuestro programa global de bienestar, promovemos el bienestar integral de nuestros equipos.
Sabemos que la familia es lo más importante. Por eso ofrecemos apoyo en el cuidado de hijos y programas familiares adaptados a cada etapa de la vida.
Impulsamos a nuestros equipos a ir más allá mediante oportunidades de crecimiento, movilidad internacional y amplias trayectorias de carrera.
Creemos en el poder de ayudar: puedes dedicar parte de tu jornada laboral al voluntariado.