Job Description

:Job Title- Senior Agent EngineerLocation-Pune, IndiaRole Description:At the xe2x80x9cService Solutions and AIxe2x80x9d Tribe, our mission is to revolutionize our Private Bank process landscape by implementing holistic, front-to-back process automation. We are committed to enhancing efficiency, agility, and innovation, with a keen focus on aligning every step of our process with the customerxe2x80x99s needs and expectations. Our dedication extends to driving innovative technologies, such as AI & workflow services, to foster continuous improvement. We aim to deliver xe2x80x98best in classxe2x80x99 solutions across products, channels, brands, and regions, thereby transforming the way we serve our customers and setting new benchmarks in the industry.As an Agent Engineer with a focus on Conversational Design, you will be instrumental in ensuring that the functionality and quality of the chatbot meets the needs of the users. You will be responsible for designing the user experience and interaction with the chatbot, which will have a direct impact on the satisfaction of the chatbot user. Ideally, you should put yourself in the user's shoes and anticipate their questions. Your goal must be to ensure that the user receives high-quality answers and feels that the conversation is human-like. Your tasks therefore also include promoting continuous improvement with the aim of ensuring that the user needs a live agent less and less often. Join us in our journey to redefine banking with AI and service solutions into the future.What wexe2x80x99ll offer youAs part of our flexible scheme, here are just some of the benefits that youxe2x80x99ll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Design Dialog Structure and Flow: Plan and create conversation structures that ensure a logical and user-friendly flow.
• User Intent and Entity Recognition: Determine and configure intents and entities to accurately understand and categorize user input.
• Linguistic Design: Craft clear, natural, and user-oriented responses to make the chatbot appear authentic and efficient.
• Testing and Iteration: Test dialogs with real user interactions to enhance the efficiency and usability of conversations.
• Improve User Experience (UX): Continuously optimize conversation design to ensure a seamless and intuitive user experience.
• Content Management: Maintain and update the knowledge base to ensure the chatbot always provides up-to-date information.
• Information Structuring: Organize and structure knowledge to provide precise and specific answers.
• Quality Assurance of Content: Regularly check information for accuracy and consistency to ensure high-quality responses.
• Feedback Integration: Analyze user feedback to identify knowledge gaps and fill them with new content.
• Collaboration with Experts: Coordinate with subject matter experts to incorporate in-depth and reliable information, thus expanding the knowledge base.

Your skills and experience

• Linguistics and Communication Theory: Understanding of language structures, communication principles, and psychology to design natural and user-friendly dialogs.
• User Experience (UX) Design: Experience in designing user-friendly and intuitive interactions to create positive user experiences.
• Dialog and Interaction Design: Ability to design conversational flows and bot personalities that guide and motivate the user.
• Research and User Analysis: Knowledge in conducting usability tests and user analysis to improve the usability and effectiveness of the chatbot.

Desirable Technical Knowledge:

• Natural Language Processing (NLP): Basic understanding of NLP and machine learning to implement intent and entity recognition.
• Conversational Platforms and Tools: Experience with chatbot platforms (e.g., Dialogflow) that can process conversational structures and intents.
• Scripting and Programming: Basic knowledge of programming languages such as Python or JavaScript to extend or integrate the chatbot if necessary.
• Testing and Debugging: Knowledge of error analysis and testing to ensure the bot responds correctly to various user interactions.
• Content Management: Ability to structure, maintain, and manage information, as well as knowledge of knowledge databases and their organization.
• Knowledge Modeling and Taxonomies: Understanding of how knowledge is categorized and structured to provide relevant answers efficiently.
• Topic-Specific Specialist Knowledge: Depending on the chatbot's application area (e.g., customer support, contact center, operations, VSL), knowledge of the subject area is an advantage.
• Knowledge Bases and Content Management Systems (CMS): Experience with systems such as Sabio, Confluence, SharePoint, Knowledge Graphs, or similar information management platforms.
• Data Analysis and Visualization: Basic knowledge of data analysis tools and techniques for evaluating user data and improving the knowledge base.
• Machine Learning and AI: Basic knowledge of machine learning to continuously expand the knowledge base and improve the chatbot's responsiveness.
• API Integration: Ability to integrate external systems and databases via APIs to provide the chatbot with additional information in real-time.

How wexe2x80x99ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teamsPlease visit our company website for further information:We strive for a in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.We welcome applications from all people and promote a positive, fair and inclusive work environment.

Deutsche Bank