Google Cloud Platform Solution Engineer - Customer Dialogue Analytics (CDA) @ING Hubs Romania

Discover ING Hubs Romania

We started out in 2015 as ING’s software development hub – a distinct entity from ING Bank Romania – then steadily expanded our range to include more services and competencies.

Formerly known as ING Tech, as of 2022 we provide borderless services with bank-wide capabilities under the name of ING Hubs Romania and operate from two locations: Bucharest and Cluj-Napoca.

With the help of over 1600 engineers, risk, and operations professionals, we offer 130 services in tech, non-financial risk & compliance, audit and retail operations to 24 ING units worldwide.

Our tech capabilities remain the core of our business, with more than 1300 colleagues active in Data Management, TouchPoint Channels & Integration, Core Banking, and Global Products.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged. Work ethics, honesty and knowledge sharing are key to our teams and we’re always looking for like-minded people.

Here’s a sneak peak of what our colleagues say about working within ING Hubs Romania:

At ING, we embrace our tech side | 81% of our IT colleagues agree

The Mission

ING Analytics

ING Analytics is a new unit responsible for realizing this vision for ING, differentiating ING as a leader in data-driven organization, within the banking sector and beyond. The team consists of several Global Analytics Centre of Excellences around the bank’s key capabilities (such as Pricing, Risk Management, Financial Crime, Customer Intelligence, and People Analytics.) as well as strong coordination areas around data management, technology, customer journey, UX, as well as external partnerships.

COO Analytics - Customer Dialogue Analytics

You will be part of the COO Analytics Tribe, which delivers generative AI, AI, and advanced analytics capabilities to all the countries in which ING operates.

Specifically, you will help creating innovative-scalable-data driven solutions in the space of Customer Dialogue Analytics. You proactively work with teams to implement these solutions across the organization. You will work collaboratively with an extended group of stakeholders, including global and local Retail Contact Center teams.

Your mission will be to ensure the improvement of our products with a team and supporting all ING countries in reaching their targets by providing smart advanced analytics solutions, to strengthen ING leadership in digitalization & support our 40 million customers.

We work in a fun and creative environment, and we’re dedicated to bringing out the best in both our relations and our projects, ranging from enhancing our virtual assistants in production via innovative NLP techniques such as Generative AI and Large Language Models to building speech analytics use cases across all the countries ING operates in.

Your day to day

The opportunity

As a cloud solution engineer, you will be partnering with Data Analysts and Customer Journey Experts (CJE) to design and implement Google Cloud Native infrastructure for the use of leading-edge conversational AI products, such as a compliant generative AI chatbot. As a Cloud Engineer, you understand business needs, can architect GCP cloud solutions, understand data needs, and can inform on using the right cloud solutions to operationalize the conversational platform and thus increase ING contact center agents’ efficiencies. You can with the GCP APIs and code pipelines to support the team’s needs. You can productize and operationalize (GCP) cloud-native applications for production environments.

A day in the life of a Cloud Engineer

After your morning coffee, you meet with data analysts and CJEs to understand the best scalable way to get their new ideas and needs in production on the cloud. After talking to data owners, you update the source data used for the GenAI chatbot, run a pipeline to deploy it to production, and create an evaluation report for the data analysts. After a lunch break with colleagues, you start working on your BigQuery dataset and Looker dashboard, implementing the features the CJE wanted for monitoring. At the end of the afternoon, you finalize some comments other colleagues from the ING Analytics Community had on your latest blog post or start building your presentation for the next conference you will be presenting at.

You Will Be Responsible For

• Implementation and productionalization of cloud solutions using Generative AI and LLM technologies.
• Advice on which Google Cloud Platform products to use.
• Making cloud designs and technical decisions for conversational systems projects at ING Analytics.
• Creating data pipelines for that interact with DialogFlow.
• Implementing GCP native ML architectures.
• Contributing to strengthening the cloud capability within the team.
• Implementing Looker Dashboards, BigQuery datasets/views and working with Vertex AI Search and Conversation API.
• Writing code to interact with GCP API’s.
• Automation of team bottlenecks.

What you’ll bring to the team

• Experience: 3+ years of experience with GCP
• Tech stack/ knowledge:
  • Mandatory:
  • You have Infrastructure as Code mindset (Our tech stack: Terraform with Azure DevOps pipelines),
  • You have experience with public cloud (preferably GCP) and building platforms on top of it.
  • You have experience with managed GCP services (e.g. Dataflow, BQ, Dataproc)
  • Programming skills (Python preferred)
  • You have experience working with VertexAI
  • You can clearly express ideas, facts and opinions. Experience elaborating complex ideas as part of design pages, which makes you great to collaborate with.

• Foreign languages: English (advanced)
• Education: nice to have Bachelor’s Degree (or higher) in an IT related field