Conversational AI Engineer

Are you ready to shape the future of PostNL with pioneering Conversational AI solutions? Are you passionate about innovation and customer centricity? This is your chance! Join us in preparing PostNL's (digital) customer service for the future with exciting AI initiatives.

Visible work: AI service bots interact directly with more than 8.5 million PostNL customers. You will ensure behind the scenes that these bots help our customers and customer service agents even better.
Challenge: Giving direction to Conversational AI within PostNL. Working out Greenfield scenarios with Cognigy that lead to a higher NPS score
Good atmosphere: You work together with colleagues who dare to seize opportunities and help each other move forward.
Freedom: You will work from home and at a flex spot in our bustling, ultramodern office in the historic Stationspost building (next to Holland Spoor station).
Responsibility: You largely determine your job and working hours yourself.
Development opportunities: You will have plenty of opportunities to follow training programmes and grow into other positions or departments. 

 

As PostNL, we are making great steps in the field of AI. With our new conversational AI platform (Cognigy) you will have the opportunity to set up an advanced servicebot landscape, including migrating our current chatbots and setting up voicebots and a customer service agent-assist functionality in which you will integrate text-to-speech and speech-to-text.  

In the role of conversational AI engineer (DevOps engineer within PostNL), you will play a crucial role in the technical development and rollout of our AI solutions. You will work on implementing and configuring botflows, combining your technical knowledge with insights from data, and applying this to create a seamless experience for our customers. In doing so, you will build the integration of our bots with different systems within the organization and ensure the technical stability and scalability of our AI solutions. 

Further responsibilities: 

• You build transactional use cases and ensure they work seamlessly with other systems and platforms by implementing and maintaining API’s. 
• You play a key role in training models, such as NLP (Natural Language Processing) and NLU (Natural Language Understanding), based on customer data. Moreover, you train and finetune LLMs (Large Language Models), and write prompts so that they give the desired results. 
• You provide input on the dialogs and flows that are designed and built in our conversational AI platform. 
• You perform structured testing and ensure organized releases, taking a coordinating role in resolving any issues or failures.  

You will work within the IT department in the Conversational AI team, a dynamic agile team full of young and driven colleagues. Together, you are committed to developing innovative solutions that transform and improve PostNL's customer service. 

 

A position full of innovation and work that you will literally see on every street in the Netherlands. At PostNL, we want to grow into the logistics e-commerce platform of the future. So that we deliver special moments even smarter, faster and better. Your mentality and our challenge. With us, you bring it together. In addition, you can count on a great package of employment conditions. 

The benefits of your position are:

• Salary of up to €6.307 gross per month (scale 11) at 37 hours per week.
• Space to work hybrid and arrange your hours flexibly. Do you work two days or more per week from home? Then you will receive an allowance of €45 net per month.
• 8% holiday pay and 25 days' holiday if you work full-time.
• Travel allowance for commuting via an NS business card or KM allowance.
• A good pension scheme through the PostNL pension fund.
• Training and development opportunities through the PostNL Academy.

As a conversational AI engineer at PostNL, it is important that you have strong problem-solving skills and a proactive attitude. You are flexible, ready to learn quickly and adapt to new technologies and developments in AI. Moreover, it is essential that you can work effectively as part of a team and contribute to a collaborative work environment where innovation is encouraged.  

Furthermore, you identify with:

• You have extensive experience with Javascript/Typescript, HTML and REST APIs. Additionally you have solid understanding of NLU, NLP and LLMs.  
• You have experience with and are eager to learn on prompt engineering.  
• At least 3 years' experience in a similar role within an IT, tech, or innovation environment. 
• You have experience with conversational AI platforms such as Cognigy or similar bot platforms.  
• A completed college or university degree, preferably in computer science, computer science, artificial intelligence or a similar field. Thereby, having an excellent command of the Dutch (at least B1 level) and English languages.