Senior Platform Engineer with a passion for AI and Customer Experience

Platform Engineer AI

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Are you enthusiastic about cloud technology, customer experience and AI? Do you want to be part of innovating Danske Bank’s Group’s future customer communication channels and experiences?

Then we have a fantastic opportunity for you!

You will join the Customer Engagement Services, an international team of highly motivated and skilled platform engineers, responsible for customer engagement and Contact Center infrastructure, including Voice and Multichannel platforms.

Our team is responsible for operating one of the largest Contact Centre platforms in the Nordics and responsible for migrating current platforms to a new modern cloud-based customer engagement platform.

We are looking for a new colleague with a strong appreciation for technology and customer support mindset, and eagerness to be part of our journey to evolve and improve the future customer experience in Danske Banks’ digital channels through the usage of Bots, Data and APIs.

You will be required to be productive in a fast-paced environment and work with minimal supervision.

Your workplace will be in Vilnius, Lithuania.

Depending on your experience and knowledge, we may offer you different seniority in the role.

You will:

Communicate with business and IT representatives to gather business requirements and translate requirements into a solution design
Work with the design and implementation of customer interaction solutions, including improving Self-Service options to support the customer journey
Collaborate with our development teams to support the integration and development of new services
Maintain collaboration with relevant business stakeholders to support and improve our customer journeys and experience strategy
Work with high- and low-level design documentation
Ensure continuous service improvement initiatives, and prepare business cases were necessary
Collaborate closely together with Danske Bank’s 3. party suppliers to ensure compliance with business requirements
Provide training for both end-users and technical staff

About you:

Experience with multi-channel Contact Centre technologies
Experience with system integration using web services such as API and Restful services
Experience with Cloud infrastructure e.g. SaaS
Solid understanding of AI technologies e.g Speech Recognition, Virtual agents and Bots
Solid understanding of the end-to-end IT process, including security, data compliance, architecture, design, implementation and operation
Solid understanding of ITIL processes
Effective troubleshooting, diagnostic, and methodological skills for problem-solving
Having a customer- and end-user focus and approach to any solution design
Upper-intermediate English both written and verbal

We offer:

Monthly salary range from 3440 EUR to 5161 EUR gross (based on your competencies relevant for the job).

Additionally, each Danske Bank employee receives employee benefits package which includes:

Growth opportunities: professional & supportive team, e-learnings, numerous development programs; (incl. professional certificates); 100+ professions for internal mobility opportunities.
Health & Well-being: a diverse, inclusive, work & life balance work environment; health insurance from the first day of employment; mental well-being practices; partial psychologist counselling compensation; silence and sleep zones at the office; game rooms.
Hybrid working conditions: home office budget (after the probation period); modern Danske Campus workplace developed with anthropologist for the best employee experience.
Additional days of leave: for rest, health, volunteering, exams in higher education institutions, and other important activities. Moreover, for seniority with Danske Bank.
Monetary compensation package: accidents & critical diseases insurance; financial support in case of unfortunate events, travel insurance; IIIrd Pillar Pension Fund contribution.