Bring the ContactOne AI solutions to the next level by understanding problems and integrating new solutions! ContactOne is the one place to go for SwissRe employees and SwissRe clients which makes it quick and easy to get what they need from the Group (this includes client-facing solutions and services from Information Technology, Corporate Real Estate & Services, Human Resources, Communications, Global Business Services, Legal & Compliance).

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).  

Now we are working with the Azure OpenAI service and GPT4 and GPT3.5 to get on top of our complex content landscape. We are also looking into the developments with Copilot and ServiceNow NowAssist. We are using these approaches with the aim to boost our virtual agent, who helps to answer questions from employees worldwide and avoids, that unnecessary tickets are created. The AI space is moving and changing fast, if you're ready to move fast, then this is your job! 

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.  

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 Swiss Re's 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

About the Team

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. 

About You

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 haves

• 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. 

The minimum gross monthly base salary for this role is 2 300 EUR full time. Our final offer to you will be set up fairly, considering the skills and experience that you bring to the Swiss Re Group. You can look forward to extra rewards and benefits including an attractive performance-based bonus.

This job offer is suitable for people who have been impacted by the invasion of Ukraine.

We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.

#LI-Hybrid

About Swiss Re

Swiss Re is 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.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work and their passion for sustainability.