AI OPS Engineer - Lead

Job description

**Job Title:** TWIN AI OPS Engineer **Department** : Production STA – AIOPS **About Business line/Function** **:** The BNP Paribas Group's IT department (IT GROUP) aims to ensure the overall consistency of the Information System (IS) with the Group's strategic objectives, while improving the management and control of operational risks. The Role Of IT Includes, Among Other Things, Providing Enhanced Customer Experience, Accelerating Digitalization, And Optimizing Operational Efficiency. Thus, IT GROUP Has Modernized The Information Systems By Deploying Digital Levers To Support The Digitalization Of The Group's Businesses And Functions: - The delivery of digital levers (Cloud, API, Data, Digital Working, Tech watch) is effective, and the IT Market Place enables their deployment on a Group-wide scale, - The security of the IT environment is evolving with a focus on cybersecurity risks and IT resilience to meet increasingly stringent regulatory requirements, - The robustness of the Information Systems is improving with the implementation of standardized operational methods, - Human capital remains at the center of our priorities, - Operational efficiency is growing with a focus on process automation and industrialization, - All these advances contribute to the Group's ambition to reduce its environmental footprint. Thanks to these solid foundations, a new phase of the IT strategy is opening up, enabling the Group to address a dual challenge: accelerating the adoption of innovative solutions around data and Artificial Intelligence (AI), and ensuring the interoperability and security of Information Systems. To Meet These Challenges, IT GROUP Is Adapting Its Organization And Remaining In Line With That Of The Bank. This Evolution Is Based On Five Main Levers: - Technological innovation through data and AI: ensuring excellence in innovation through research and development of skills, relying on specific governance. This involves structuring technical foundations to the state of the art in order to accelerate experimentation, the construction of innovative solutions, and their adoption on a large scale by the Business and Functions, - Cybersecurity: continuing to protect the Bank and its customers in terms of Cybersecurity and Cyber Fraud, in line with regulatory requirements, - Infrastructure and Production: creating synergies, accelerating industrialization, emphasizing interoperability, and improving the resilience of Information Systems, while controlling risks, - Payment and Card Services: meeting the challenges of the industry by ensuring optimal alignment and end-to-end execution of strategic programs among all Group stakeholders, - Operational excellence: gaining efficiency, particularly in financial terms, to continue optimizing expenses. ****Position Purpose:**** **AIOPS** **The Role Will Help Twin To:** - answer user questions about Twin usage; - detect and classify user complaints; - identify poor AI answers or hallucinations; - route issues to the right Twin franchise; - generate support response suggestions; - capture user feedback directly in the Twin experience; - turn recurring support issues into product, knowledge or agent improvements. **The Key Principle Is:** **Use Twin to support Twin.** ****Responsibilities**** Direct Responsibilities Infrastructure and Technical - Build AI-augmented support workflows Design and implement support workflows that allow Twin users to raise issues, ask questions and provide feedback directly through Twin. **Responsibilities Include:** - Implement conversational support flows inside Twin. - Build support prompts and agent workflows for user assistance. - Create AI-based classification of support requests. - Distinguish between usage issues, access issues, missing knowledge, wrong answers, hallucinations, latency, agent defects and platform defects. - Implement automatic routing rules toward Twin Core, Twin Infra, Twin Solve, Twin Change, Twin Logs …or Knowledge Management. - Create support journeys for written voice and potentially multimodal interactions. - Engineer feedback capture and feedback analysis Develop the mechanisms that capture and exploit user feedback from the Twin interface. **Responsibilities Include:** - Implement structured feedback forms embedded in Twin. - Capture user ratings, comments, complaints and correction requests. - Design feedback metadata: agent, franchise, source, question type, answer type, severity, business impact, user population. - Build classification pipelines for user feedback. - Detect recurring feedback patterns. - Identify issues that should become backlog items. - Store validated feedback in a dedicated support knowledge base. - Connect feedback insights to Jira, ServiceNow, Confluence or equivalent platforms where relevant. - Implement AI triage and intelligent routing Build technical components that automatically analyze support requests and route them to the appropriate resolution path. **Responsibilities Include:** - Develop AI triage logic for incoming support cases. - Build severity and priority scoring mechanisms. - Implement automatic clustering of similar issues. - Detect repeated complaints on the same agent, source, franchise or feature. - Create rules for escalation to human support or expert teams. - Build integration with existing ITSM or backlog tools. - Automate low-risk responses where possible. - Generate response suggestions for support analysts. - Improve Twin’s self-support capabilities Make Twin progressively capable of answering questions about its own usage, limits and behavior. **Responsibilities Include:** - Build and maintain support-specific prompts. - Create and test Twin self-help agents. - Integrate support knowledge into RAG / GraphRAG pipelines. - Implement grounding mechanisms so support answers are based on validated documentation. - Detect when Twin should answer directly and wh