Project:
GenAI-Driven Conversation Summarisation & Quality Assurance (Proof of Value)
Start Date:
ASAP
Contract Type:
Freelance
About the Client:
Our client is a leading financial institution based in Brussels, known for its focus on innovation and customer experience. The company is investing in Generative AI solutions to enhance customer service quality, agent performance, and compliance within its call centre and chat operations.
Role Overview:
The Prompt Engineer will support a Proof of Value (PoV) initiative focused on leveraging Generative AI to analyse and summarise call and chat interactions. The project aims to improve customer satisfaction, agent coaching, and adherence to communication standards by using AI to evaluate tone, compliance, and conversation quality.
The role involves close collaboration with both business and technical teams to define scope, objectives, and success metrics, and to optimise GenAI prompts for effective analysis. A technical background is not required—experience in prompt improvement within a call centre environment is the key factor.
Key Responsibilities:
• Define and document the scope, objectives, and success criteria for the GenAI PoV.
• Design and optimise prompts for conversation summarisation, tone-of-voice detection, and quality scoring.
• Translate business requirements into actionable specifications for GCP/Vertex AI implementation.
• Support risk and compliance procedures for data governance in the GenAI context.
• Collaborate with business analysts, data scientists, and call quality teams to align outcomes with operational goals.
Candidate Requirements:
• Proven experience in prompt engineering for conversational AI (call or chat analysis, summarisation, tone detection, or quality evaluation).
• Hands-on experience with GenAI chatbot or summarisation initiatives.
• Working knowledge of Google Cloud Platform (GCP), ideally including Vertex AI and Dialogflow CX.
• Familiarity with AI-driven customer experience improvement in call centre environments.
• Strong communication skills and ability to bridge business and technical discussions.
• Fluent in English and French or Dutch.
Contract Details
Location: Brussels (Hybrid – 2 days onsite per week)
Duration: 6 months (extension possible)
Rate: Competitive daily rate (freelance)