About the project

We have multiple projects in the FSI industry—banking, insurance, and asset management—with use cases related to front-office optimization, such as customer support and call centers using chatbots and voice solutions. We also handle back-office optimization, like document workflow and OCR-related automations.

Objective + KPI

• Ensure deploying developed in-house AI and solutions on 80% of the projects

• Maintain customer satisfaction index (CSI) at 100%

Areas of Responsibility

• Fully independent implementation of generative AI and LLM-based solutions end-to-end for financial services clients

• Designing and building AI agents for banking, insurance, and asset management customer support (text and voice)

• Creating intelligent call center solutions that combine LLMs with voice technologies

• Developing document processing workflows for financial documents using multimodal LLMs

• Implementing emotional intelligence capabilities in AI agents for improved customer interactions

Skills

• Hands-on machine learning and engineering with:

  • AWS AI/ML stack (Bedrock, SageMaker, Lambda, Comprehend, Connect)

  • LLM frameworks (Anthropic Claude, LangChain, LlamaIndex)

  • Voice and conversational AI solutions for financial services

• Hands-on machine learning models debugging:

  • AWS CloudWatch and SageMaker debugging tools

  • Experimentation frameworks (SageMaker Experiments, W&B)

  • Call center AI agent optimization and evaluation

• Advanced English (written and verbal)

• Comprehensive documentation development

Knowledge

• In-depth machine learning knowledge with specialization in conversational AI and document processing

• In-depth knowledge of AWS AI/ML services and best practices for financial services

• Expert in at least one specific GenAI technology:

  • Conversational AI agents for call centers

  • Emotional intelligence in AI systems

  • Document processing with multimodal LLMs

  • Voice synthesis and analysis

• Domain expertise in financial services:

  • Call center and customer support operations in banking/insurance

  • Financial document workflows and processing requirements

  • Compliance requirements for customer interactions (GDPR, MiFID II, DPA)

  • Risk assessment and customer service protocols

Experience

• 3+ years of professional experience in banks, insurance companies, asset management firms, or financial technology service providers

• 2+ years of specific experience building GenAI solutions for financial services customer interactions

• Demonstrated success implementing AWS AI/ML solutions in production environments

• Experience with call center technologies and voice-based AI systems

• Independent contractor experience (>2 projects >10k)

• Bachelor's degree in Mathematics / Computer Science / Statistics or related fields (>4 years)