Conversation Developer

Some careers have more impact than others. 

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Conversation Developer

In this role, you will:

• Identifying and Understanding Customer Journey for Chatbot implementation
• Creating scripts by analysing Chat responses from customer/bot conversations
• Providing an efficient and effective service to customers through creation of suitable process flows, using a system such as Visio
• Helping to shape effective customer communication within Conversational Channels, ensuring Global and Local compliance requirements are met
• Developing ideas for content aligned to our priorities and values and improving the way we communicate
• Maintaining and creating clear high quality writing for internal and external customer communications
• Proof reading copy to check spelling and grammar, tone and empathy, challenging and negotiating with stakeholders where necessary, to ensure the highest possible standards

To be successful you will:

• A desire to find ways to continually improve the service delivered to our people and customers, experience with Prompt Engineering for optimizing conversational artificial intelligence and improving response accuracy
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences, understanding of Large Language Models such as generative pre-tarined transformer, Gemini, Claude, or similar, and their integration into conversational systems, familiarity with Playbooks for orchestrating chatbot conversation flows and managing intent transitions effectively
• Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
• Minimum of 1.5 years of experience in Javascript and building Conversational Artificial Intelligence Bots and Dialogue flows (Desirable)
• Proficiency in Natural Language processing packages and Application Programming Interface (Desirable), knowledge of Dialog orchestration frameworks, intent recognition, and entity extraction
• The role holder will need to be comfortable working to tight deadlines, exposure to machine learning-driven personalization, analytics dashboards, or conversation optimization tools
• An understanding of existing banking tools, procedures and processes is desirable, exposure to conversation banking

You’ll achieve more at HSBC 

www.hsbc.com/careers

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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