Technical Process Management Employee Voicebot (m/f/d)

As a specialist for voicebot dialogue management in the GKV environment, you are responsible for the design, development and continuous optimization of our intelligent voicebot for customer communication. The identification, analysis and translation of customer needs into specific product requirements is the core of your activity – always with the highest customer focus and economic aspects. In close coordination with our external voicebot provider, which define IT and other interfaces within the company, prioritize and maintain the intent structures of our system. You can measure the product success using defined KPIs such as Containment, Fallback or NoMatch and derive targeted optimization measures. Technically as well as technically complex systems provide you with your own responsibility and, if necessary, support the comprehensive technical development. Principle analyses, adaptations and maintenance of technical processes are part of your task – you define technical frameworks and derive action needs. Interfaces in the overall context always keep in mind, perform risk assessments and ensure smooth integration into the existing system landscape.

You have completed their studies in the field of (economic) informatics, BWL, digital business, communication or a comparable subject area. Multiannual professional experience of at least three years in complex projects with a voicebot reference, ideally you have already developed digital products in the field of AI, natural language processing or voicebot. Funded domain competencies in the GKV bring you with you – you know typical service concerns such as medical messages, bonus programs or service enquiries, understand the terminology of the GKV as well as the Social Code context and are familiar with customer service processes. In the area of Conversational Design and Botlogik you are at home: Intent structures and classification understand as well as dialogue design and strategies, you recognize automation potentials and have a solid understanding of generative AI. Your analytical understanding of botdata allows you to analyze call reasons and intent recognition, you interpret KPIs like containment, fallback, NoMatch or NoInput securely and identify optimization potential in dialogue with customer experience. A basic technological understanding, strong data competence as well as a structured, solution-oriented approach round off your profile – you work on your own initiative, think and act entrepreneurially and organize yourself. Very good knowledge of German on at least C1 level are of course for you and enable professional communication. BARMER actively promotes equality between its employees and strives for a balanced proportion of the sexes. In particular, women are encouraged and encouraged to apply. We stand for equal opportunities and expressly welcome applications from severely disabled people as well as equalized people. Employment in parttime is possible in principle.

Up to 39 days holiday With us all employees have at least 30 days vacation per year. In addition, holiday money can be converted into free days. Thus, up to 39 days of holiday per year are possible. 38-hour week We allow our employees a good work-life balance. Sliding time model with Homeoffice possibility We enable high flexibility in the design of work. Holiday & Christmas money As a small financial syringe every year in addition to the regular monthly salary. Corporate Benefits Numerous discounts, such as mobile phone rates, travel, insurance, events and much more. Collective agreements & regular salary increase We guarantee wage equality and fair pay with fixed wage jumps by collective agreement. With this we create retention and orientation. Health services: Gympass, JobRad, 7Mind, CyberHealth, HelloBetter In addition to healthy leadership and a modern working environment, we offer innovative solutions to exercise, mental health and nutrition. Parttime We live compatibility, so every job is also possible in parttime – also leadership positions. Lifetime account Our employees can save their working hours and use them at a later stage, for example for a longer period. sabbatical To get your head free, to realize dreams or to develop yourself personally. Capital benefits and occupational pensions We pay the maximum of assets of EUR 480 per year. Individual support & training We enable individual further development and actively promote our employees, depending on the need and competence. Open culture & engagement: LGBTQIA* community, women network, father network With hospitations, communities, network events and board dialogues, we promote transparency, openness and respect for all. .