CCE AI Training Simulator Developer Intern

You will be interning with the Communications & Customer Engagement (CCE) Department. During your internship, you will build an AI-powered training simulator (flight simulator) that allows CSOs to practice responding to customer email enquiries in a safe and controlled environment. The simulator will generate realistic scenarios, evaluate responses, and provide immediate feedback to build CSO skills independently. • Collaborate with the CX team to scope out training requirements and identify key competencies that CSOs need to develop. • Design and curate realistic customer enquiry scenarios across 3-4 difficulty levels based on actual customer service situations (20-25 scenarios). • Build a web-based training simulator with user authentication, session management, and database infrastructure to capture practice sessions and results. • Integrate Large Language Models (GPT-4, Claude, or similar) to power automated response evaluation and feedback generation. • Perform prompt engineering to ensure AI evaluation provides accurate, actionable feedback aligned with established service standards. • Develop progressive skill tracking to monitor CSO development over time. • Build self-practice mode for individual skill building with dashboard for TL review. • Create admin interface for CX team to manage scenarios and view CSO progress. • Participate in user acceptance testing and conduct briefings/training sessions for CSOs on simulator usage. • Conduct cost analysis and optimise LLM usage for sustainability. • Translate key findings from practice sessions into actionable insights and present them to stakeholders both orally and in writing. • Assist in the operationalisation and roll-out of the simulator, including comprehensive documentation and user guides.

At the end of the internship, the intern will have developed an AI-powered training simulator that enables CSOs to practice responding to customer email enquiries in a safe, low-stakes environment before handling actual enquiries. This reduces reliance on time-consuming one-on-one coaching, builds a foundation that can be expanded to train internal CSC frontline officers, and transforms resource-intensive face-to-face training into scalable, self-directed practice officers. The training simulator will: • Provide 20-25 realistic customer enquiry scenarios across 3-4 difficulty levels • Evaluate CSO responses and provide immediate, actionable feedback aligned with service standards • Enable CSOs to practice independently and track their own skill improvement • Provide the CX team with dashboard access to review CSO practice history and progress • Be deployed on government cloud with proper security measures and comprehensive documentation for future maintenance

• Final-year university student • Studying Computer Science, Information Systems, AI/ML, or related field • Minimum GPA: 3.5/5.0 or equivalent • Strong interest in AI applications and natural language processing • Creative problem-solver with attention to detail • Ability to work independently and manage projects • Excellent communication skills for stakeholder engagement • Demonstrated ability to learn new technologies quickly • Interest in education technology and training systems • Adaptability to changing requirements and ability to iterate based on feedback Essential Skills: • Full-stack development (Python or JavaScript) • Web application development (Flask, Django, React, Node.js, or similar) • Database management (SQL) • Version control (Git) • Understanding of API integration and RESTful services Bonus Skills: • Experience with LLM APIs (OpenAI, Anthropic, or similar) - personal projects count • Understanding of prompt engineering concepts • Experience building AI-powered applications • Government cloud deployment experience (GCC, AWS GovCloud) • Knowledge of natural language processing (NLP) concepts • UI/UX design principles • Understanding of AI safety and responsible AI practices • Knowledge of instructional design principles