Ops Analyst - Google DialogFlow | Virtual Assistants @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:

By designing and testing practical use-cases for business, you help steer ING in creating value for our customers by delivering Virtual Assistants in production. You will be part of a global team of specialists, trained in using existing ML and cloud tools (Google Cloud Platform,  DialogFlow, Twilio, etc). Your mission will be in the domain of Virtual Assistants, more specifically aimed towards chatbots, callbots, and third-party platform assistants.   

Your day to day

• Google DialogFlow configuration (designing flows using parameters, routes & events)

• VAAPI configuration (designing VAAPI actions & chained logic using MVEL expressions as well as interacting with different APIs)

• Assessing & improving the prediction model (using python scripts and relying on business logic through intents & entities)

• Change and release management (using ServiceNow for changes and Azure DevOps for releases; not only requesting but also approving production changes)

• Driving technical deliverables (ex: router redesign, service question agent, apply intent deflection rate to 60% feasibility, etc)

• Various support offering to other data analysts colleagues, business experts and even engineers in regards to the whole chatbot domain

• Incident management & issue investigation (opening incidents, follow-up emails and investigation using not only datalake but also Kibana - tool for engineers to look into server communication)

• Implement and work with the latest tooling with a strong focus on performance, stability and security

• Find opportunities to automate the testing of existing features, performance, and security as well as the automation of deployments, monitoring, and more. This is a key responsibility of the Operations Engineers.

What you’ll bring to the team

Mandatory:

Experience: 1-2 years of experience within IT Operations/Support experience, combined with analytical skills to identify root causes in workflows incidents (data, technical, functional)

Tech stack/ knowledge:

• Mandatory:

  • IT Operations/Support experience, combined with analytical skills to identify root causes in workflows incidents (data, technical, functional)

  • Programming skills (Python / Javascript)

  • Familiarity with Dialogflow

  • Familiarity with Google Cloud Platform, Storage

  • Affinity with at least one: Natural Language Processing (NLP), Chatbots, Analytics, Web services

  • A customer focus, with the mindset to find and resolve root causes of incidents to structurally improve the customer experience

  • A good team player, cross functional, enjoys interacting with people of all levels in a multicultural environment

  • Proactive and attentive to other’s needs

• Nice to have:

  • Willingness to learn new things & technologies (NLP, LLMs, automation tools)

  • Experience or affinity with IT Risk & Security concepts

  • Familiarity with tools like Confluence, ServiceNow

Foreign languages: English (advanced);

Education: Education at Bachelor/Master level with a strong analytical background, in Computer Science, Cybernetics, Software Engineering, Financial Engineering or equivalent