Description
We are looking for a Sr. AI Engineer experienced in Conversational AI to join our dynamic and growing team. The ideal candidate will have a strong AWS Lex Bot development background and be familiar with security and privacy requirements unique to financial services.
Key Project Outcomes
We are looking to build virtual customer service experiences that combine omnichannel servicing in both digital and voice into one orchestration and agent platform. The purpose of building out this platform is to deliver 24/7 convenience to customers via voice or chat using natural language understanding and personalized bot responses while still allowing for intelligent routing to our virtual chat and virtual phone agents when certain criteria have been met such as during business hours, select topics, customer preferences, and customer tiers or fee-based relationships. The outcomes for such a platform should use bot containment to drive better efficiency ratios and cost savings in the bank when clients contact us for everyday banking needs but still empower a human connection and empathy for life events and escalations. Our bots must be powerfully connected to our data about our users to provide better self-service and our human agents must be empowered with a clear view of their customer’s profile and informed of best next action during a conversation using AI within their conversation experience to provide tailored advice. Ultimately, through the successful use of this new platform for contact orchestration and bot dialog management every day banking becomes more cost-effective and convenient while human-agent conversations become more advice centric.
Key Responsibilities
- Design and Development: Design, development, and deployment of intelligent Chatbots and Voice bots using Amazon Lex and Amazon Lambda. Establish best practices and frameworks based on industry standards for bot development.
- Integration: Work closely with data scientists, software developers, backend, and frontend engineers to integrate AWS Lex bots with existing systems and APIs, ensuring seamless functionality.
- Quality Assurance: Oversee bot functionality testing and quality assurance. Maintain high standards for system performance, usability, and customer satisfaction.
- Optimization: Work with data and analytics teams to ensure our conversational AI solutions deliver insightful customer interactions and continuously evaluate and optimize bot performance. Implement A/B testing methodologies, analyze user interactions, and iterate on bot designs to enhance user experience and effectiveness.
- Documentation: Create comprehensive technical documentation for AWS Lex bots, providing clear guidelines for usage, integration, and troubleshooting.
Required Qualifications
Preferred Skills
The salary range for this position is $115,000 – $150,000, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .
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Equal Employment Opportunity
At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
Benefits
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.
View Benefits