Contact Center AI Expert (Conversational AI & Agentic AI) | Experte (w/m/d) Contact Center AI (Conversational AI & Agentic AI) am Standort Köln

Job Summary

This role involves the professional planning, implementation, and operational management of a Conversational and Agentic AI platform for the Kassenärztliche Vereinigung Nordrhein in Cologne. You will be responsible for designing and operating AI-supported interactions primarily focused on voice and chat channels. Day-to-day tasks include analyzing user interactions to improve dialogue flows, creating training data and prompts, and fine-tuning AI models to ensure high-quality service experiences. You will also evaluate emerging technologies, manage technology partners, and conduct workshops to develop new use cases. This position is particularly attractive due to its blend of technical innovation and service design, offering flexible working hours, up to 40% remote work, and a stable public service contract (TV-L) with comprehensive social benefits including a company pension and fitness subsidies.