Job
- Level
- Experienced
- Job Field
- IT, Application, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will develop and implement call flows and conversational AI solutions, optimize existing systems, and integrate modern AI technologies for automating customer interactions.
Job Technologies
Your role in the team
- Design and implementation of new call flows and workflows to manage communication processes in Genesys Cloud or integration of new features into existing flows.
- Development and operation of the contact center solution.
- Establishment and modification of hotlines.
- Support of existing integrations for telephony and chat.
- End-to-End responsibility for the design, implementation, and scaling of the Conversational AI platform based on Cognigy AI for voice, chat, and possibly email channels.
- 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 automation levels, service quality, and cost structure.
- Corporate Integration & Architecture.
- Strategic integration of the conversational AI platform into HanseMerkur's IT landscape.
- Architecture responsibility and development for secure interfaces between backend systems, self-service platforms (ServiceApp), and frontend environments (JavaScript & TypeScript).
- Design of a scalable security architecture in coordination with information security.
- Business Impact & Performance Management.
- Definition and implementation of relevant KPI and performance metrics, as well as alignment of Tableau dashboards with our statistics team.
- AI-powered analysis of large intent data sets to identify value-adding use cases (Python).
- Continuous optimization of automation rate and customer experience operational excellence & innovation.
- Ensuring 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 further development of the platform (possibly AWS & Terraform).
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Our expectations of you
Qualifications
- Fluent German skills (C2) in spoken and written form.
- Solid knowledge of routing, IVR, self-service, automation, and cross-channel customer journeys.
- Excellent knowledge of JavaScript/TypeScript, REST APIs, Webhooks, and modern integration architectures.
- Ability to independently translate technical requirements into scalable and future-proof solutions.
- Entrepreneurial thinking, initiative, and a high quality standard distinguish you.
- You are a resilient team player and can visualize / present complex issues understandably.
- With your strong communication skills, you find it easy to integrate into a team of specialists and work closely with the business units and IT colleagues to develop new solutions as well as optimize existing processes.
- You are curious and innovative - and enjoy delving into new topics & technologies.
- In challenging situations, you demonstrate a solution-oriented, creative, and compromise-ready approach — but also assertive in the interests of our clients.
Experience
- Several years of experience in the development, integration, and operation of omnichannel, contact center, and conversational AI solutions (e.g., Genesys Cloud, Cognigy AI, or comparable platforms).
- Experience with LLMs, RAG, NLP/NLU, and the integration of generative AI into production applications.
- Experience with cloud platforms (ideally Azure or AWS), CI/CD, Git, and DevOps practices.
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What we offer
- 38-hour workweek with flexible working hours and flextime.
- Individual hybrid home office options by arrangement.
- Attractive compensation package (tariff and company salary components of up to 14 monthly salaries).
- 30 days of vacation entitlement and additional days off on December 24th and 31st.
- Comprehensive care package consisting of corporate health management, an in-house employee restaurant, company pension scheme, and your personal work-life balance.
- Central location at Hamburg Dammtor, HVV Germany Ticket with subsidy, etc.
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Benefits
Work-Life-Integration
Health, Fitness & Fun
Higher Take-Home Pay
Topics You Will Work On
Job Locations
About Your Employer
Hansemerkur Krankenversicherung AG
The HanseMerkur is a personal insurer with a focus on health insurance and the specialty of travel insurance. As Germany's second oldest health insurer, we offer excellent coverage in health care as well as in private comprehensive insurance.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Banking, Finance, Insurance
Employer reviews
by devworkplaces.com
Total
(1 Review)3.4
Engineering
3.0Workingconditions
3.6Career Growth
3.5Culture
3.7
Expert for Genesys Contact Center & Conversational AI
- Location
- Hamburg
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
