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

1. 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. 

2. 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. 

3. 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. 

4. 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 when it should escalate. 

·         Improve answer templates for recurring support questions. 

·         Test support journeys from an end-user perspective. 

·         Measure the accuracy and usefulness of support answers. 

5. Monitor AI support performance

Create technical monitoring for the quality and performance of the Twin support experience.

Responsibilities include:

·         Build dashboards for support engineering metrics. 

·         Track user complaint rate, escalation rate, unresolved issues and recurring issues. 

·         Monitor AI self-resolution rate. 

·         Track response suggestion acceptance rate. 

·         Detect abnormal increases in complaints after releases. 

·         Monitor supports automation accuracy. 

·         Analyze false routing and incorrect classifications. 

·         Provide technical evidence to Twin Core and franchise teams. 

6. Contribute to continuous improvement of Twin agents

Use support signals to improve the overall Twin ecosystem.

Responsibilities include:

·         Identify recurring agent failures. 

·         Identify gaps in user documentation. 

·         Detect missing or outdated knowledge. 

·         Identify confusing user journeys. 

·         Provide structured inputs to Product Owners and engineering teams. 

·         Convert support issues into actionable improvement tickets. 

·         Participate in testing fixes after agent, knowledge or workflow improvements. 

·         Support non-regression testing of Twin support features.

Supervised technologies:

·         Understanding of agentic architecture.

·         Expertise RAG / GraphRAG.

·         Data & Quality Governance.

·         Intercultural communication.

·         Leadership and knowledge of the BNP context.

Contributing Responsibilities

• AI support workflow design; 
• support agent prompts; 
• feedback capture mechanism; 
• feedback classification taxonomy; 
• AI triage pipeline; 
• intelligent routing rules; 
• support knowledge base integration; 
• Jira / ServiceNow / Confluence integration flows; 
• support analytics dashboards; 
• self-service support scenarios; 
• recurring issue detection reports; 
• support automation test cases; 

L1 AI support scripts and evaluation datasets. Goal: Maximize the Twin user and producer experience on a global scale

Technical & Behavioral Competencies

AI and Agentic Engineering

·         Practical understanding of LLM-based applications. 

·         Experience with prompt engineering. 

·         Understanding of agent workflows and agent orchestration. 

·         Knowledge of RAG-based support systems. 

·         Ability to evaluate answer quality and failure modes. 

·         Understanding of hallucination, grounding, context retrieval and escalation logic. 

Support Automation

·         Experience with ITSM tools such as ServiceNow, Jira or equivalent. 

·         Experience designing support workflows. 

·         Knowledge of ticket classification, routing and prioritization. 

·         Ability to automate repetitive support actions. 

·         Understanding of L1 / L2 / L3 support models, but from an engineering perspective. 

Data and Analytics

·         Ability to structure feedback data. 

·         Experience with dashboards and operational KPIs. 

·         Ability to detect patterns in user complaints. 

·         Basic data analysis skills. 

·         Understanding of classification, clustering and tagging mechanisms. 

Integration Skills

·         API integration experience. 

·         Experience connecting support workflows with ITSM, backlog or knowledge platforms. 

·         Understanding of event-driven or workflow-based automation. 

·         Ability to work with engineering teams on integration patterns. 

Specific Qualifications: 

10  - 12 years of experience.

Skills Referential (Required knowledge, skills and abilities)

Technical Skills:

·         Understanding of agentic architecture.

·         Expertise RAG / GraphRAG.

·         Data & Quality Governance.

·         Intercultural communication.

·         Leadership and knowledge of the BNP context.

Behavioral Skills: 

o    Excellent Communications

o    Ability to collaborate / Teamwork

o    Ability to understand, explain & support change

o    Attention to detail / rigor

Education Level: Graduate & Above

Location: Mumbai (MH)

About BNP Paribas Group:

BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialized businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.