Conversational (Gen) – AI Engineer | Tech Assisted Channels @ING Bank Full-time

Discover ING Bank Romania

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

As a Conversational (Gen)-AI 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 and you will part of a team that is always a front runners in terms of new technologies.

Your day to day

• Working Agile with a continuous improvement mindset in a cross-functional international environment to understand customer and business needs and implement conversational experience for our voice, chat & Gen-AI chatbot solutions;
• Designing, building, implementing & deploying the conversational interface and logic of a chatbot for ING Romania Contact Center using Generative AI and LLM technologies (prompting, guardrails, agents, text chunks etc.);
• Training of the models, preparing and exploring datasets and improving conversational interactions using NLP (voice call bot, chat and chatbot);
• Monitor and continuously improve model performance and responses based on user feedback;
• Analyze data and give insights (using data visualization tools) to inform stakeholders regarding models/chatbot performance, drive data-based decisions and propose improvement actions and fine-tune;
• Collaborate with multiple stakeholder customer journeys, UX, data scientists, machine learning engineers, cloud engineers to be able to seamless integrate chatbots into existing systems and platforms (Google Cloud Platform, Twilio etc.);
• Anticipate and manage risks with new AI technologies in a sensible environment as the banking industry;
• Stay up to date on industry trends and advancement in AI, cloud technologies and data science and act as an ambassador of the team by participating in diverse workshops, presentations, internal or external events.

What you bring to the team

• Master’s degree in mathematics, Economics, Computer Science, Information Management, Engineering, Statistics or alike with 2-5 years of experience within data reporting & statistics;
• Experience with Python or R programming language;
• Experience with dashboarding tools such as Looker, Cognos, or similar for data visualization;
• A minimum of 1 year experience with Conversational AI using GenAI/RAG and/or NLU;
• Experience in building virtual assistants on a cloud platform (e.g., Google Cloud Platform, using Google DialogFlow CX) is a strong plus;
• Strong understanding of NLP;
• Experience with operationalization of a GenAI based chatbot or call bot is a strong plus;
• Experience in intent engineering/chatbot improvement is a plus;
• Prompt engineering;
• Knowledge of DevOps (versioning, CI/CD);
• Professional working language proficiency in English.

What behavioral competencies we’re looking for:

• To be able to influence and convince not only peers but also the stakeholders based on analytical results;
• To be capable to take decisions at tactical level and therefore build a trusted relationship with your squad members;
• To be able to communicate and explain data driven methodology towards less analytics savvy colleagues;
• To be analytical: extremely curious, constantly looking for an explanation; analyzing sharply, concise & to the point.

What we offer

• Impactful work in a fun and collaborative environment;
• Open-concept offices designed for both teamwork and relaxation;
• Corporate events and social gatherings;
• Hybrid way of working with flexible working schedule and short week options;
• Monthly budget on Benefit platform;
• Extra annual leave days depending on the total length of working experience;
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through trainings and certifications;
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments;
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.