AI Engineer (Operations & AI Transformation)

Redion (Europ Assistance), was founded in 1963 and is a pioneer of the assistance concept. In our operations center, we advise and support Austrian customers 24 hours a day – 365 days a year – and rely on a global network of 750,000 partner companies.

Our core areas include Travel, Mobility, Home & Connected Living, Cyber Security, Health & Senior Care. We provide our customers with tailored solutions both in difficult situations and in everyday life.

Our successful company is currently undergoing a major transformation process, both in terms of system landscape and by leveraging synergies within the group.

In Northern Europe, at Unit level (Belgium, Germany, Switzerland and Austria) we are accelerating an ambitious AI-driven transformation to reshape how assistance is delivered across: Mobility (roadside assistance), travel assistance, travel claims, customer service, fraud & leakage, sales, and support functions

Our objective: industrialize AI at scale to improve: Operational efficiency, customer experience, decision-making, and automation and productivity. All within a strong framework of governance, compliance, and responsible AI .

As an AI Engineer, you will have a Transformation role and will design, build, deploy, and operate AI solutions that support real operational use cases across the 4 countries of the Unit and the different business lines as Mobility, Travel assistance, Travel claims, Customer Service, Claims, Fraud, Back-Office, Sales, and Support functions.

You will work closely with Operations, IT, Data, and Digital teams, while strictly adhering to AI governance frameworks (GDPR, EU AI Act, Generali Group standards).

You will be in touch with the stakeholders of the Unit to gather the business needs and opportunities for AI implementation, listing, analyzing and structuring the needs and initiatives considering their impact, feasibility, complexity and cost to propose efficient prioritization.

You will have a clear focus on Business impact considering AI having to impact positively on productivity, cost, CX, ROI.

Key Responsibilities

AI Use Case Design & Delivery (Solution Design & AI Product mindset)

• Design and develop AI/ML solutions for fraud detection, claims automation, document analysis, conversational AI (voicebots, chatbots, WhatsApp), and decision support
• Build end-to-end AI pipelines from prototype to production (data ? model ? integration ? monitoring)
• Build Agent copilots & decision support tools
• Implement AI on concrete use case to increase efficiency as in Operations (dispatching, call automation, claims triage, etc…)
• Ownership of outcomes (automation, AHT, better CX, reduction of customers interactions with platform, etc…)

LLM & NLP Engineering

• Integrate Large Language Models into business workflows
• Implement RAG architectures, prompt engineering, and evaluations
• Enable knowledge assistants, Case summarization, automation of repetitive tasks, etc…

AI Ops / MLOps

• Deploy and operate scalable AI solutions in production
• Implement monitoring, versioning, and performance tracking

Business & Transformation Impact

• Collaborate with stakeholders to Identify high-value use cases, Assess feasibility, complexity, and ROI, and Prioritize initiatives at Unit level
• Drive measurable outcomes, such as Automation rate increase, Reduction in Average Handling Time (AHT), Cost per case reduction, Customer satisfaction improvement

Governance, Risk & Compliance

• Ensure compliance with GDPR, EU AI Act, and Generali standards
• Contribute to AI documentation such as model cards and risk assessments

Cross-Functional Collaboration

• Act as a bridge between business and technology and Support business teams with feasibility analysis and AI risk reviews
• Promote AI best practices across Northern Europe Unit

• Bachelor’s or Master’s degree in Computer Science, AI, Data Science, or similar.
• 3 years of hands-on experience in AI / ML engineering.
• Python skills and experience with ML frameworks.
• Experience with NLP, LLMs (RAG, prompt engineering), APIs, and cloud deployment (Azure preferred).
• Understanding of data governance, GDPR, and responsible AI principles.
• Good communication skills and Innovation oriented.
• Fluent in Dutch or French; good command of English.
• Ability to translate business needs into AI solutions.
• Ability to prioritize based on impact and ROI.

At Redion (Europ Assistance), we offer a challenging and varied role within a dynamic, people-oriented organization. You will have the opportunity to grow in a position with real societal impact, where you can truly make a difference for people in need.

We provide a competitive salary package with a wide range of fringe benefits, including:

• Meal vouchers
• Hospitalization insurance
• Group insurance
• Homeworking allowance
• Transportation allowance
• Strategic role in AI transformation.
• Direct impact on operational processes.
• Learning opportunities.

You will work in an environment that strongly values diversity, inclusion, and work-life balance, with flexible working hours.

Our offices are ideally located, right opposite Brussels Central Station.

You will receive a permanent contract and the opportunity to be part of a dedicated team that supports crucial customer interactions every day.