Chatbot Product Specialist Job Description We're seeking a detail-oriented and passionate Chatbot Product Specialist to join our team. As a key player in shaping customer interactions with our brand, you will design, build, and optimize AI-driven conversations across customer support channels. This role is pivotal in blending dialog design with natural language understanding (NLU) to ensure our chatbots deliver accurate, helpful, and engaging user experiences in a dynamic industry. - 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 Required Skills and Qualifications To succeed in this role, you'll need: - 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. Benefits We offer a range of benefits, including: - A hybrid way of working and remote options - A buddy to support you with your onboarding - A monthly meal allowance - A multi-sport card - Nice rigs - 2.5K monitor, latest i7, tons of RAM, fast SSD - Private health insurance for you and your family - Unlimited access to Udemy and continuous training About Us We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation, or age.