Genesys Contact Center & Conversational AI Expert (m/f/d)

Location: Hamburg

Digitization and process automation are the core of our tasks to further describe the success story of our house. With us you will find exciting and complex tasks that are solved and supervised in several teams of our Inhouse Consulting for the HanseMerkur Insurance Group. You don't just want to build chatbots, but to actively shape the future of HanseMerkur's customer communication? Then you're right with us. With us, you enter the Genesys Cloud Contact Center platform, shape Call Flows and advance the strategic expansion of Conversational AI based on the already productive Cognigy AI platform – from vision to implementation. You develop intelligent dialogue solutions that offer our insurers real value while making our processes measurably more efficient. Working at the interface between business, IT and specialist areas, you always have a great deal of attention: How do we create sustainable competitive advantages and a modern customer experience with these products? If you want to combine technology with strategy and advance innovation in the insurance environment, we look forward to getting to know you. Conception and implementation of new Call Flows and Workflows to control communication processes in Genesys Cloud or integration of new functions into existing Flows Development and operation of the Contact Center solution Establishment and change of hotlines Supporting existing integrations for telephony and chat End-to-end responsibility for design, implementation and scaling of the Conversational AI platform based on Cognigy AI for the channels Voice, Chat and possibly E-mail. Integration of modern LLM and language services (including Microsoft Azure Cognitive Services) into a regulated insurance environment. Development of business-critical “mission bots” to optimize the degree of automation, service quality and cost structure. Business integration & architecture Strategic integration of the Conversational AI platform into the IT landscape of the HanseMerkur. Architecture responsibility and development for secure interfaces between backend systems, self-service platforms (ServiceApp) and front-end worlds (JavaScript & Typescript). Conception of a scalable security architecture in coordination with information security. Business Impact & Performance Control Definition and implementation of relevant KPI and performance media, as well as coordination of the Tableau dashboards with our statistics team. AI-based analysis of large intent data sets for identifying value-creating use cases (Python). Continuous optimization of the automation rate and customer experience Operational Excellence & Innovation. Ensuring a stable 24/7 operation of voice and chat solutions. Introduction of automated testing and deployment processes. Continuous evaluation of new AI technologies for the strategic development of the platform (optional AWS & Terraform).

German language skills (C2) in word and writing. Multiannual experience in the development, integration and operation of omnichannel, contact center and conversational AI solutions (e.g. Genesys Cloud, Cognigy AI or comparable platforms). Knowledge of routing, IVR, self-service, automation and cross-channel customer journeys. Experience with LLMs, RAG, NLP/NLU and the integration of generic AI in productive applications. Very good knowledge of JavaScript/TypeScript, REST APIs, Webhooks and modern integration architectures. Experience with cloud platforms (ideally Azure or AWS), CI/CD, Git and DevOps practices. Ability to transfer technical requirements independently into scalable and sustainable solutions. Entrepreneurial thinking, self-initiative and a high level of quality. You are a resilient team player and can visualize / present complex facts in a comprehensible way. With your communication strength, you can easily integrate yourself into a team of specialists and develop new solutions in close cooperation with the specialist departments and IT colleagues as well as optimize existing processes. You are curious and innovative - and you like to work in new topics & technologies. In problem situations, you will show yourself solution-oriented, creative and ready to compromise – but also strong in the sense of our customers.

As one of Hamburg's top employers, we have a lot to offer you! These include: 38-hour week with flexible working hours and sliding time individual hybrid home office options by arrangement attractive remuneration package (tariff and operational salary components of up to 14 monthly salaries) 30 days leave and in addition on 24. and 31.12. Free “Rund-Um-Versorgungspaket” consisting of occupational health management, private employee restaurant, occupational retirement provision and your personal work-life balance central location at Hamburg-Dammtor, HVV-Deutschlandticket with grant etc. Put together with us on quality in life and work.