Contact Center AI Specialist – Conversational & Agentic AI (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)

Location: Cologne, Remuneration: Group 13 TV-L

You are responsible for the planning, deployment and ongoing operation of our Conversational AI and Agentic-AI platform at the central contact points of the KV North Rhine-Westphalia. Improving processes and making interactions easier and more pleasant for our users – developing with this goal You continue our AI products strategically and content. You design and optimize dialogue flows for voice and chat – with the claim that people of all ages and every preliminary knowledge understand what the AI says and means. You create training data, prompts and conversation guides and continuously improve the dialogue quality through targeted prompting and fine tuning of AI models. You analyze user interactions, identify patterns in misunderstandings and derive concrete measures. To meet the highest demands on dialogue quality and system performance, develop appropriate quality assurance processes and implement them. New technologies and trends are always looking at you and bringing relevant impulses to the KV North Rhine – based on market observation and your personal network. You select appropriate technology and system partners and manage cooperation with them. Through workshops and training, you share your knowledge and develop new use cases together with internal disciplines. In the case of representation, you take responsibility for our CCaaS platform.

We are looking for someone who has profound knowledge of the technology of Conversational AI and Agentic AI platforms. It is important to us that you understand language and communication as core competence – and AI as a tool to successfully shape dialogue with our patients. Required: Completed studies or completed training – for example in computer linguistics, communication science, information science, UX design, business informatics or a comparable discipline Detectable experience in Prompt Engineering and in the creation of training data for language models Experience in the development or optimization of Conversational AI applications, in particular in the area of dialogue design High voice and the ability to formulate complex issues clearly, precisely and understandably for different audiences Analytical thinking, structured working and the view for the whole – without losing sight of the details A high demand for excellent service experiences and the ability to translate them into specific applications Impressed communication strength and real joy in team collaboration Standing for independent and continuous training German knowledge of native language (at least C1) and very good English knowledge of word and writing Remarkable: Experience with SaaS platforms in the Conversational AI area Knowledge of API integration or cloud services Understanding Natural Language Processing and Machine Learning Methods Experience in controlling external technology partners Experience in technology projects from idea to productive operation

A place in public service means stability, reliable framework conditions and an overall package worth it: 13 TV-L including annual special payment – transparent, regulated and safe Employer-funded additional pensions – an advantage that the private sector rarely offers 30 days of year Flexible working hours with overtime compensation Mobile work up to 40% home office share Individual training opportunities – also in the field of AI and Conversational AI Operational health promotion: Fitness studio grant and service wheel leasing with employer grant Support in the reconciliation of work and family A meaningful environment: your work contributes daily to the medical care of millions of people