Your future responsibilities:
Conversation Design
Design end-to-end customer conversations for AI assistants across banking use cases.
Create dialogue flows, conversation scenarios and response strategies for real-world customer interactions.
Define assistant behavior, personality, tone of voice and communication principles.
Design handling of ambiguous requests, error situations, escalations and fallback scenarios.
Build reusable conversation patterns that can scale across multiple products and services.
Generative AI & Prompt Design
Develop, test and optimize prompts for LLM-powered assistants.
Design and refine AI instructions, guardrails and response frameworks.
Collaborate with AI engineers to improve response quality and customer experience.
Support implementation of RAG and Agentic AI capabilities.
Evaluate AI answers for accuracy, consistency, compliance and customer value.
Continuous Improvement
Analyze conversation logs and customer interactions.
Identify friction points, failure patterns and opportunities for improvement.
Define and monitor conversational KPIs.
Participate in AI testing, evaluation and prompt optimization cycles.
Drive ongoing improvements in containment, resolution and customer satisfaction.
Your skills and experience:
3+ years of experience in Conversation Design, Chatbot Design, Voicebot Design, Conversational UX or related fields.
Experience designing customer interactions for chatbots, virtual assistants or AI-powered services.
Experience working with Generative AI and Large Language Models.
Understanding of conversation architecture, dialogue design and natural language interaction principles.
Experience writing, testing and improving prompts.
Strong analytical skills and ability to work with conversation logs and interaction data.
Excellent written communication skills.
Fluent English.
Nice to have:
Experience with banking, fintech or customer service environments.
Experience with RAG solutions and Agentic AI systems.
Experience with platforms such as Genesys, Cognigy, Kore.ai, Microsoft Copilot Studio, Dialogflow or similar.
Knowledge of conversational analytics and evaluation methodologies.
Experience designing both chat and voice experiences.
We offer what matters most to you:
Competitive salary: we guarantee a stable income and annual bonuses for your personal contribution. Additionally, we have a referral program with rewards for bringing in new colleagues to Raiffeisen Bank.
Social package: official employment, 28 days of paid leave, additional paternity leave, and financial assistance for parents with newborns.
Comfortable working conditions: possibility of a hybrid work format, offices equipped with shelters and generators, modern equipment.
Wellbeing program: all employees have access to medical insurance from the first working day; consultations with a psychologist, nutritionist, or lawyer; discount programs for sports and purchases; family days for children and adults; in-office massages.
Training and development: access to over 130 online training resources; corporate training programs in CX, Data, IT security, leadership, agile, сorporate library.
Great team: our colleagues form a community where curiosity, talent, and innovation are welcome. We support each other, learn together, and grow. You can find like-minded individuals in over 15 professional communities, reading clubs, or sports clubs.
Career opportunities: we encourage advancement within the bank across functions.
Innovations and technologies: Infrastructure: AWS, Kubernetes, Docker, GitHub, GitHub actions, ArgoCD, Prometheus, Victoria, Vault, OpenTelemetry, ElasticSearch, Crossplain, Grafana. Languages: Java (main), Python (data), Go (infra, security), Swift (IOS), Kotlin (Android). Data stores: Sql-Oracle, PgSql, MsSql, Sybase. Data management: Kafka, AirFlow, Spark, Flink. AI: building expertise and actively integrating into processes.
Support program for defenders:
