About

Scorebuddy is a leading Quality Management SaaS platform for Contact Centres. By combining quality management, coaching and learning with advanced AI Analytics, we help hundreds of customers worldwide to be operationally efficient, scale their contact centres, improve agent performance and enhance overall customer experience. We are a globally successful SaaS company, serving a diverse international customer base with teams ranging in size from 20 to 20,000 end users.

We are seeking an AI/ML Engineer with expertise in both traditional machine learning and modern generative AI to join our innovative AI team. This is a hands-on role at the intersection of software engineering and artificial intelligence. You will contribute to building production-ready AI systems that transform how contact centres analyse conversations, measure performance and coach their teams.

This is a high-impact opportunity to work across the full spectrum of ML technologies - from classical NLP and statistical models to cutting-edge Large Language Models and RAG systems. You'll collaborate with senior team members to deliver intelligent customer-centric features using the most appropriate techniques for each challenge.

Job requirements

Required

• 4+ years in Python development building production applications
• 2+ years working on applied ML/NLP/AI projects
• Hands-on experience with traditional ML frameworks (scikit-learn, gensim) and techniques (clustering, classification, regression)
• Experience with NLP tools and libraries (SpaCy, NLTK) for text processing and analysis
• Practical experience with LLMs and generative AI platforms (OpenAI, Anthropic, open-source models)
• Understanding of both statistical ML methods and modern deep learning approaches
• Proficiency with Python ML libraries: pandas, numpy, matplotlib
• Experience with or strong interest in RAG systems and vector databases
• Familiarity with both SQL databases (PostgreSQL, MySQL) and NoSQL (MongoDB)
• Understanding of RESTful API development and microservices principles
• Experience with version control (Git) and CI/CD practices
• Experience working in Agile development environments
• Strong written and verbal communication skills

Nice to have

• Experience with deep learning frameworks (PyTorch, TensorFlow)
• Knowledge of MLOps practices and model lifecycle management
• Familiarity with Golang or other backend programming languages
• Understanding of ethical AI development and bias mitigation

Education & Qualifications

• BSc/MSc in Computer Science, Artificial Intelligence, Machine Learning or a related technical discipline

Job responsibilities

• ML & AI Systems: Implement features such as conversation analysis, performance scoring, automated coaching and multilingual support using both LLMs and traditional ML approaches
• Research to Production: Translate ML techniques into scalable, secure and maintainable production solutions - from classical algorithms to modern RAG and agentic workflows
• Python Development: Build scalable Python applications and services powering our analytics and AI features
• ML Pipelines: Develop and optimise pipelines using frameworks such as scikit-learn, gensim, SpaCy, NLTK alongside modern LLM orchestration tools like LangChain and LangGraph
• Data Workflows: Create and optimise data pipelines for large-scale datasets, ensuring efficiency and reliability across both structured and unstructured data
• NLP Processing: Build systems using transformer models, embeddings and BERT variants as well as traditional techniques like Word2Vec and TF-IDF
• Integration: Implement AI components within microservices architectures, integrating both API-based LLMs and locally deployed models
• MLOps & Deployment: Support deployment and monitoring of diverse model types following established MLOps practices
• Testing & Quality: Implement testing methodologies for both deterministic ML models and probabilistic AI outputs
• Innovation & Prototyping: Evaluate emerging technologies across the ML spectrum, conduct PoCs and contribute to technical strategy
• Cross-functional Collaboration: Work closely with Product, UX and Engineering teams to deliver AI-powered user experiences

Job benefits

Compensation

• Competitive base salary with performance-based bonus
• 25 days paid annual leave
• Comprehensive health coverage including WebDoctor GP service
• Gym membership at St. James' Gate Health and Fitness Club
• PRSA Scheme

Work Environment

• Hybrid working model
• Modern Dublin city centre office
• Collaborative, innovation-focused culture
• Regular team social events