Conversational AI Lead

Job description

Country: Mexico

NOW IS THE TIME

Santander (www.santander.com) is evolving from a high-impact global brand into a technology-driven organization, with people at the center of this journey. Together, we are leading a customer-focused transformation that values disruptive thinking, the courage to challenge what is possible, and the ability to innovate. This is more than a strategic change: it is an opportunity to grow, learn, and make a real impact. Our mission is to help more people and businesses prosper. We have a strong risk culture and expect all our teams to take a proactive and responsible approach to risk management. Banco Santander México is a leading financial institution that, after more than 160 years of reinvention, has become a borderless organization with a presence in more than 40 countries, 95 nationalities, and multicultural teams speaking four languages.

THE IMPACT YOU WILL MAKE

We are looking for an SD AI Transformation professional in Santa Fe, Mexico City. Responsibilities include:

AI Delivery: Turn customer journeys and experience requirements into implementable AI capabilities; define technical scope, dependencies, and delivery plans; coordinate the capabilities required from different CoEs; identify blockers, risks, and dependencies early; and ensure transition from discovery to MVP to production to scale.

AI Tech Lead: Design conversational solution architectures; select suitable patterns for LLMs, RAG, Agentic AI, and traditional models; design context management, memory, retrieval, and tool-calling strategies; define conversation patterns and intelligent behavior with CX/UX; evaluate models, frameworks, and new GenAI capabilities; prototype and technically develop multi-agent conversational systems; handle integrations, training, and performance tests; review code, designs, and technical decisions by squad members; promote reusable components and common standards; and work on retrieval, chunking, metadata, embeddings, reranking, and hybrid/semantic search.

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 organization. We value who you are and build on what you bring. These requirements represent the essential knowledge, skills, and competencies for this position.

You have 3–5 years of experience coordinating Product, CX/UX, Data, AI Engineering, Platform Engineering, Knowledge, Cybersecurity, and Governance professionals. You have strong Conversational AI experience designing multi-turn solutions that manage context, memory, grounding, fallback, handoff, and personalization; chat and/or voice experience is preferred. You have advanced RAG and Information Retrieval experience, including embeddings, chunking, metadata, semantic/hybrid search, reranking, and evaluation of retrieval and responses. You have hands-on AWS experience, especially Amazon Bedrock for GenAI solutions, and knowledge of SageMaker for ML model development, deployment, and integration.

Education: Completed bachelor's degree or engineering degree.

Technical skills: Python/Software Engineering; LLMs & Generative AI; Conversational AI; RAG/Information Retrieval; AWS Bedrock; AWS SageMaker; Snowflake; Agentic AI; AI Evaluation; APIs/Microservices; Cloud Architecture; LLMOps/MLOps; Data Engineering/SQL; ML/Personalization.

WE VALUE YOUR IMPACT

Your contribution matters, and we recognize it. You can expect fair and competitive compensation. Benefits support your life, goals, and well-being now and in the future. Through BeHealthy, our global wellness program, we promote overall well-being. We offer childcare support and family programs for every stage of life, growth opportunities, international mobility, and broad career paths. You can dedicate part of your workday to volunteering. We are here to keep you motivated, help you reach your goals, and celebrate your achievements at every step.

Santander is proud to be an equal opportunity organization regardless of age, gender, disability, marital status, race, religion, or sexual orientation. We are committed to an inclusive and accessible recruitment process for everyone.

WHAT'S NEXT? If this sounds right for you, apply and join our team. Ready to take the next step?

The Santander Way

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 is possible. This is more than a strategic shift. It is a chance for driven professionals to grow, learn, and make a real difference. Our mission is to help more people and businesses prosper. We embrace a strong risk culture and expect all our professionals at every level to take a proactive and responsible approach toward risk management. Ready to make it happen? It starts with you. It starts here.