Prompt Engineer – GenAI Call Conversation Quality (Brussels)
A leading financial institution in Brussels is seeking a Prompt Engineer for a freelance mission. The project focuses on GenAI-driven conversation summarisation and quality assurance to improve call-centre and chat-based customer service performance.
This initiative aims to boost customer satisfaction and improve coaching effectiveness by using Generative AI to analyse agent interactions: assessing tone of voice, adherence to quality rules, and communication impact. The work will be carried out on Google Cloud Platform (GCP) using Vertex AI.
The consultant will help define the scope, success criteria, and governance of the Proof of Value (PoV), collaborating closely with both business and technical teams.
This doesn’t need to be a technical profile; the customer can have someone from a business background too. The most important factor is to have experience working in prompt improvement in a call centre environment.
Role
* Refine and document the scope, objectives, and success metrics for the GenAI PoV.
* Design and optimise GenAI prompts for call and chat analysis, summarisation, tone-of-voice assessment, and QA scoring.
* Translate business requirements into actionable technical specifications for GCP/Vertex AI implementation.
* Support risk and compliance processes related to data handling and GenAI governance.
Requirements
* Proven experience in prompt engineering for conversational AI (call or chat analysis, summarisation, tone detection, quality evaluation).
* Hands-on experience with GenAI chatbot or summarisation projects.
* Strong knowledge of GCP is appreciated, ideally including Vertex AI and Dialogflow CX.
* Fluent in English and French or Dutch.
Additional Details
START DATE: ASAP
DURATION: 6 Months (extension possible)
CONTRACT: Freelance
LOCATION: Brussels (2 days per week onsite)
ONSITE POLICY: Hybrid
HOURS PER WEEK: 40
LANGUAGES: English + French or Dutch
INTERVIEW PROCESS: 2 Stages