About the Client
We are one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.
About the Role
We are looking for a new team member with strong expertise in all aspects of machine learned models and generative AI, in particular large language models (LLMs).
You'll be part of the global Contact One Customer Service team, where we use AI and digital tools to simplify services for our clients. Our goal is to provide top-notch customer experiences. Our external clients and employees can reach us through the Contact One portal, chat, phone, and email. Digital Customer Service brings together various knowledge sources to offer consistent, context-aware support across all channels. We're creating Contact One as a one place to go, with quick and easy access to support daily operation.
The Business Engineering & Architecture Team works in an agile way, helping all Contact One Product Areas to reach their objectives. We utilize the ServiceNow platform and its applications in IT Service Management, IT Operations Management, Customer Service Management, Facility Management, and more.
Responsibilities
• You will be responsible for the development, validation, and performance of the solutions you are working on. Your peers are business analysts, service experts and platform engineers, and you will jointly deliver text analytics solutions for customer service.
• You will develop or configure machine learning models, NLU and LLM-based solutions for information extraction, classification, question answering and more, leveraging prompt tuning or model fine-tuning as appropriate.
• You will closely collaborate and coordinate with customer service professionals and translate business requirements into technical requirements.
• You will liaise with internal stakeholders working in the field of NLP
Key resposibiltiies:
You will be responsible for the development, validation, and performance of the solutions you are working on. Your peers are business analysts, service experts and platform engineers, and you will jointly deliver text analytics solutions for customer service. Your focus will be to ensure that customer service maturity regarding large language model usage increases.
You will develop or configure machine learning models, NLU and LLM-based solutions for information extraction, classification, question answering and more, leveraging prompt tuning or model fine-tuning as appropriate.
You will closely collaborate and coordinate with customer service professionals and translate business requirements into technical requirements.
You will liaise with internal stakeholders working in the field of NLP
Requirements
The ideal candidate has a track record on using their skills to support and enhance business processes and outcome. They are strong in communication and eager to extend their competencies, both technical and regarding collaboration with colleagues. They enjoy discovering and understanding business goals, crafting scalable solutions, and working on them self-sufficiently.
Essentials
Experience and trained in Computer Science, Artificial Intelligence, or a related field
Solid experience in applying Computational Linguistics or Language Technology to business problems, ideally in a customer service department.
Ability to draw from a wide range of methodologies, from regular expressions over statistics to machine learning and generative AI.
Ongoing professional development in machine learning and artificial intelligence domains is expected.
Strong communication skills to effectively collaborate with both technical and non-technical stakeholders.
Ability to handle own workload; self-directed and autonomous.
Ability and passion to work in a global and multicultural environment.
Nice to Have Skills
Experience with Azure services or ServiceNow is an advantage
If you can code in Python, Java, or other languages, that's a bonus, but it's not a deal-breaker since you'll be working with dev ops teams.