Chatbot Product Specialist

Let’s start with the role

We’re looking for a passionate and detail-oriented Chatbot Product Specialist to help design, build, and optimize AI-driven conversations across our customer support channels. This role is pivotal in shaping how our customers interact with our brand through automated support, blending dialog design with natural language understanding (NLU) to ensure our chatbots deliver accurate, helpful, and engaging user experiences in a dynamic, regulated industry.

As a Chatbot Product Specialist you will:

• Design and maintain intuitive conversation flows (main paths, fallbacks, disambiguation, prompts)
• Build and configure structured dialogues in conversational AI platforms
• Support chatbot release management across markets and languages
• Create and optimize training data (utterances, intents, entities)
• Monitor NLU performance and implement improvements
• Analyze chatbot metrics (resolution, containment, escalation, CSAT) and user feedback
• Recommend and apply data-driven enhancements to flows, NLU models, and features
• Participate in A/B testing and experimentation
• Work with UX/UI designers, engineers, developers, CS teams, PMs, and compliance
• Document conversation designs, NLU logic, and processes

What you'll bring:

• Proven experience in conversational design, chatbot development, or a similar role (e.g., UX Writer for conversational interfaces, NLU specialist).
• Demonstrable experience in designing and building conversation flows for chatbots or virtual assistants.
• Solid understanding of Natural Language Understanding (NLU) concepts (intents, entities, utterances, confidence scores, training data).
• Experience with analyzing chatbot performance metrics and user feedback to drive improvements.
• Excellent written and verbal communication skills in English.

Nice to Have:

• Hands-on experience with one or more leading conversational AI platforms (e.g. Google Dialogflow, Microsoft Bot Framework, Amazon Lex, IBM Watson Assistant, Kore.ai, LivePerson, or similar).
• Familiarity with analytics tools (e.g., Google Analytics, Tableau, Power BI) and A/B testing methodologies.
• Experience working in an Agile development environment.
• Understanding of customer service operations and KPIs.
• Experience in the online gaming/gambling industry is a plus.
• Proficiency in 2 or more European languages (in addition to English) is a strong plus.
• Basic understanding of API integrations and backend system interactions.