Senior Conversational AI Engineer | Assisted Channels @ING Bank
About the Role
As an AI engineer / LLM engineer you will play a critical role in building and evolving our conversational solutions for ING customers like voice, chat and Gen-AI chatbot. You will help ING to expose new digital and seamless capabilities for our customer interactions and improve customer experience within our contact center teams.
What you'll do:
- Work Agile with a continuous improvement mindset in a cross-functional international environment to understand customer and business needs and implement conversational experience for voice, chat and Gen-AI chatbot solutions.
- Design, build and deploy chatbot components for ING Romania Contact Center using Generative AI and LLM technologies (prompting, guardrails, agents, text chunks, etc.).
- Automation via CI/CD for typical LLM processes (RAG templates, automatic evaluations, etc.).
- Monitor and improve model performance and responses based on user feedback.
What you bring:
- A Master's degree in Mathematics, Economics, Computer Science, Information Management, Engineering, Statistics or similar, with 2-5 years of experience in the field of ML/NLP.
- Experience building virtual assistants on a cloud platform (e.g. Google Cloud Platform, using Google DialogFlow CX) is mandatory.
- Minimum 2 years of experience with Conversational AI using GenAI/RAG and/or NLP.
- Knowledge of DevOps / LLMOps (versioning, CI/CD) is mandatory.
The position is based in Bucharest (Expo Business Park) and is part of the Tech Assisted Channels team at ING Bank.
