AI Voice Agents Engineering Lead

AI Voice Agents Engineering Lead

Country:
Spain

IT STARTS HERE

Santander () is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible.

This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference.

Our Chief Data & Artificial Intelligence Officer (CDAIO) division is building a world-class AI & Data team to make a difference in the lives of over 170 million people worldwide, through one of the largest banks in the world.

We are undergoing one of the biggest transformations in our history and technology is at the heart of our strategy. Join our team to play a part in one of the most important technological projects for the financial sector in the world.

Our mission is to contribute to helping more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management. Santander is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation.

This job offer is an opportunity not only to join a great company but also to collaborate in projects that have a real impact on society.

THE DIFFERENCE YOU MAKE

About the Role

At Santander, we are accelerating the transformation toward an AI-First organization by building next-generation conversational platforms capable of delivering intelligent, scalable, and human-centric interactions across millions of customer touchpoints. As part of this strategic evolution, we are seeking a AI Voice Agents Engineering Lead - a highly experienced technology leader who will drive the development and evolution of enterprise-grade AI voice agents and conversational ecosystems.

In this role, you will lead multidisciplinary engineering teams focused on the delivery of advanced Voice AI solutions powered by Generative AI, Large Language Models (LLMs), Speech Technologies, and Multi-Agent capabilities. You will operate at the intersection of AI engineering, customer experience, and business transformation, shaping the future of conversational automation across global markets and business units.

You will be responsible for leading engineering teams, driving technical excellence, fostering innovation, and ensuring the successful implementation of AI voice agents integrated with telephony, contact center, and enterprise platforms.

Key Responsibilities

AI Voice Agents Engineering Leadership

* Lead the end-to-end development lifecycle of enterprise AI voice agents, from ideation and experimentation to deployment and continuous improvement.

* Build, mentor, and manage high-performing teams of AI engineers, conversational designers, ML engineers, and technical leads.

* Define engineering best practices, development standards, and operational processes for conversational Voice AI solutions.

* Foster a strong engineering culture focused on collaboration, quality, innovation, and business impact

Conversational AI & Voice Technologies

* Lead the implementation of conversational solutions leveraging LLMs, Retrieval-Augmented Generation (RAG), and AI agent orchestration capabilities.

* Drive the integration of Speech-to-Text (STT), Text-to-Speech (TTS), Natural Language Understanding (NLU), and conversational flow management technologies.

* Collaborate with product and business teams to design intelligent and effective conversational experiences.

* Promote continuous improvement of conversational capabilities, including contextual understanding, personalization, and conversation quality.

Contact Center & Voice Channel Integration

* Partner with Contact Center, Customer Experience, Operations, and Technology teams to evolve voice interactions through AI-driven automation.

* Coordinate integrations with telephony providers, IVR platforms, CRM systems, and omnichannel communication environments.

* Ensure AI voice agents operate effectively within enterprise operational processes, including escalation flows and human-in-the-loop interactions.

* Support operational teams in adopting conversational AI solutions and maximizing business value.

Governance, Quality & Operational Excellence

* Establish monitoring, quality assurance, and operational control practices for conversational AI solutions.

* Define KPIs and operational metrics related to customer experience, conversation effectiveness, automation performance, and service quality.

* Promote MLOps / LLMOps practices for model lifecycle management, testing, prompt governance, and deployment processes.

* Ensure compliance with Responsible AI principles, security standards, data privacy requirements, and internal governance policies.

Innovation & AI Strategy

* Contribute to the organization's conversational AI and…