Job Description
- Experience with conversational AI platforms
- Familiarity with analytics tools
- Agile development experience
- Understanding of customer service KPIs
- Online gaming/gambling industry experience
- Proficiency in 2+ European languages
- Basic understanding of API integrations
- Conversational design/chatbot development experience
- Design and build chatbot conversation flows
- Understand NLU concepts (intents, entities)
- Analyze chatbot performance metrics
- Excellent English communication skills
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?
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.
