Wait, What Do You Do?

<div class="content-intro">At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.</div><h4>About us:</h4>   Our mission is to  build a modern ecosystem used for all IONOS customer support needs. The tools developed by us are used in over 20 locations, by more than 2.000 users, supporting 8 million customer contracts in 10 markets. The development team has full responsibility for the development lifecycle. This means we plan, develop, test and deploy our software without any other internal or external dependencies. Our portfolio revolves around an internally built CRM which is now being enhanced with AI capabilities.  <h4>About the product you will be building:</h4>   We are building a next-generation AI platform designed to redefine how our company interacts with customers. This isn't just a chatbot; it's a high-performance, multimodal AI ecosystem powered by state-of-the-art Speech-to-Speech (S2S) models, advanced Large Language Models (LLMs), and intelligent orchestration frameworks. Our platform will understand, reason, and respond across text and voice — while seamlessly executing real-time actions to resolve customer needs. We are aiming for a hybrid architecture of Open Source LLMs, industry-leading proprietary models, and Model Context Protocol (MCP) to enable contextual reasoning, tool invocation, and seamless orchestration across systems. The goal is not just to talk to the customer, but to act on their needs.   <h4>What makes this project unique: </h4> The Voice Frontier: We are building low-latency, emotive speech-to-speech pipelines for a truly natural voice channel experience. Deep System Integration: Our platform connects directly to the company's core systems via MCPs, allowing the AI to access real-time customer context and execute complex workflows. Self-Evolving Logic: We are developing  an automated QA and evaluation module that continuously analyzes interactions across channels.By programmatically measuring quality, accuracy, latency, and resolution outcomes, we can close the feedback loop, and adapt system behavior in hours, not weeks. Hybrid Innovation: You’ll work at the intersection of "build vs. buy," integrating the best of the open-source community with custom-built internal infrastructure. <h4>Role description: </h4> As a Data & Analytics Engineer, you will own the data lifecycle that powers our AI customer care platform—spanning voice, chat, and email channels. Your mission is to build the robust infrastructure, data models, and observability tools that ensure our AI agents are reliable, context-aware, and performant. You are an engineer who values high-velocity development and clean data architecture. You will design the pipelines that feed our RAG/CAG (Retrieval/Context Augmented Generation) systems and build the "analytical conscience" of the platform—turning raw interaction logs into structured KPIs and visual dashboards that prove our AI's value. <h4>Main responsibilities:</h4> Data Engineering & Pipelines <ul> <li>Design and operate reliable data pipelines using Python and SQL to ingest and transform interaction data from voice and text channels.</li> <li>Manage the data lifecycle within our core databases: PostgreSQL for structured application data and Elasticsearch for search and retrieval.</li> <li>Build and maintain scalable dbt projects to transform raw logs into high-quality, governed data models.</li> </ul> Analytics, KPIs & Visualization <ul> <li>Act as a Data Analyst expert: collaborate with stakeholders to define key performance indicators (KPIs) like resolution rates, intent accuracy, and cost-per-interaction.</li> <li>Build and maintain business-facing dashboards in Looker and internal data applications in Streamlit.</li> <li>Translate complex technical traces into actionable insights for the product and business teams.</li> </ul> RAG/CAG Infrastructure <ul> <li>Own the "Retrieval" layer: optimize how data is indexed and queried in Elasticsearch to improve AI response context.</li> <li>Develop the pipelines that manage chunking, metadata tagging, and context window optimization.</li> </ul> System Health & Observability <ul> <li>Instrument our data stack and AI services with Prometheus and Grafana to monitor system health, latency, and pipeline reliability.</li> <li>Ensure proactive alerting for data quality issues or service degradations.</li> </ul> <h4> </h4> <h4>What we are looking for:</h4> Core Technical Stack <ul> <li>Elite Python & SQL Skills: Deep experience writing clean, maintainable code for data processing.</li> <li>AI-Assisted Development: High proficiency in using AI tools (e.g., Claude Code, Cursor, or other LLMs) to accelerate your coding, debugging, and documentation process.</li> <li>Modern Data Stack: Expert-level experience with dbt and cloud data warehousing/databases.</li> <li>Database Management: Hands-on experience operating and optimizing PostgreSQL and Elasticsearch.</li> <li>BI & Apps: Experience designing complex models in Looker and building interactive tools with Streamlit.</li> <li>Observability: Experience using Prometheus and Grafana to monitor production systems.</li> </ul> Nice to Have (The "Bonus" Skills) <ul> <li>LLM Evaluation (High Priority): Experience building automated evaluation frameworks; understanding of metrics like Faithfulness, Relevancy, and Hallucination rates.</li> <li>RAG/CAG Domain Knowledge: Familiarity with the mechanics of Retrieval Augmented Generation and how to optimize vector/keyword search.</li> <li>Speech & Audio: Experience with transcription pipelines, audio normalization, or telephony data.</li> <li>Customer Care Background: Experience working with contact center data, conversational analytics, or CRM integrations.</li> </ul> <h4>What we offer:</h4> <ul> <li>Access to local/international trainings, development and growth opportunities, including access to e-learning platforms, covering both technical and soft skills areas;</li> <li>Modern technologies, product responsibility;</li> <li>Flexible work schedule;</li> <li>Hybrid work option;</li> <li>Medical services package from one of two private providers;</li> <li>25 vacation days per year;</li> <li>Substitute days off for public holidays that occur on the weekend;</li> <li>Meal tickets;</li> <li>Internal referral program;</li> <li>Team events, networking events organized to promote a passionate, creative and diverse culture;</li> <li>Summerfest and Winterfest parties;</li> <li>Of course, coffee, soft drinks and fresh fruits are on us in the office.</li> </ul> <h4>About the company:</h4> As part of United Internet Group, with more than 10,500 employees and 27 million fee-based customer contracts, we are Europe’s leading internet specialist and largest hoster. Building the roof for strong brands such as 1&1, IONOS, STRATO, GMX, WEB DE, MAIL COM, 1&1 Versatel and the Drillisch Online brands, United Internet offers a broad portfolio of Internet access products and cloud applications. Present in Romania since 2003, we are an Engineering Centre that lives and breathes technology. Our engineering culture is shaped by the use of cloud native technologies, microservices combined with a DevOps attitude and an innovative mindset. We have a customer centric culture where every colleague is a contributor to our products’ design and success working closely with teams in Bucharest and abroad. Our strength lies in our team spirit and a positive and respectful interaction. In Romania, we have passionate teams sustaining the business segments of Access/Telecommunication, Mail & Media and Hosting, working and enjoying the 1&1 culture together. <h4>Diversity enriches:</h4> Different cultures, nationalities, genders, age groups, sexual orientations, and religions as well as people with disabilities - we encourage diversity. Because only teams that reflect all facets of society offer the best framework conditions for creativity and make a company productive and distinctive. We value diversity and welcome all applications.<div class="content-conclusion"><h4>About IONOS</h4> IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.  We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.  </div>

Data & Analytics Engineer for AI Platform team (hybrid)