Expert Contact Center AI (Conversational AI & Agentic AI) at the Cologne location (m/f/d)

Are you looking for an interesting area of responsibility in a modern service company? The Kassenarzt Vereinigung Nordrhein with its 24,000 members ensures the outpatient medical and psychotherapeutic care of 9.5 million people in North Rhine-Westphalia. For our Contact Center Operations department we are looking for you as Experte (m/d) Contact Center AI (Conversational AI & Agentic AI) at the location Cologne

Technical responsibility for the planning, provision and operation of a Conversational AI & Agentic AI platform at the high-frequency touchpoints of the KV-Nordrhein Design, develop and operate AI-supported interactions with the focus on Voice & Chat Quality assurance of all dialogues and system performance by developing and implementing appropriate systems and processes Analysis of user interactions and continuous improvement of dialog flows Creating training data and prompts as well as fine tuning of AI models to improve dialogue quality Evaluate new technologies and trends in the area of Conversational AI through permanent market observation and through the use of the personal network Individually responsible selection and taxes of the relevant technology/system partners Conducting workshops and training for best practices in dealing with Conversational AI & Agentic AI and permanent development of new use cases Responsibility of our CCaaS platform in case of representation

A completed training and/or a completed study Experience in the development and operation of Conversational AI & Agentic AI applications (SaaS platforms) Experience in cooperation in technology projects from idea to operational implementation Knowledge of relevant technologies and platforms Experience with API integration and cloud services Understanding Natural Language Processing (NLP) and Machine Learning Methods A high demand for excellent service experiences and the ability to translate this into technological use cases Analytical thinkability and a structured and solution-oriented manner The ability to identify large-scale relationships and analyze them in detail Embossed communication skills and team orientation German knowledge of native language (at least C1) and very good English knowledge of word and writing

Adequate payment according to the collective agreement of the countries (TV-L) incl. one year special payment Individual training opportunities Flexible working hours incl. Overtime compensation 30 days of year Support in the reconciliation of work and family, e.g. B. through our children's daycare facility Mobile work (up to 40% home office) Attractive social benefits, e.g. B. an additional employee-funded pension scheme Business health promotion such as fitness studio and service bike leasing incl. Employer subsidy