Job Description

Posted 1 hour ago

AI Chatbot & Conversational Design Specialist

Step into a role where AI isn’t theoretical – it’s already live, evolving, and making an impact.

You’ll be working on a production-level LLM chatbot integrated with Intercom, handling real user traffic and data. This is a rare opportunity to directly shape performance through metrics like resolution rate, CSAT, escalations, and cost per resolution.

You’ll also play a key role in an expanding AI roadmap, contributing to new use cases, international rollout (including Spain), and future platform integrations.

Your environment

International, collaborative team with strong UK leadership and local integration in France

Hybrid setup with flexibility: remote work plus regular collaboration time in Lyon

Travel between the UK and Lyon during onboarding for a smooth transition

Modern offices in Lyon, conveniently located near Part-Dieu station

What you’ll be doing

You’ll take ownership of chatbot performance and continuous improvement across French and UK markets:

Design, test, and optimise chatbot prompts in French and English

Build and manage a structured continuous improvement cycle

Audit and enhance the knowledge base (Intercom Articles)

Collaborate with business teams to keep content accurate and up to date

Create and maintain performance dashboards (resolution, CSAT, escalations, cost)

Deliver regular insights and reporting to the Head of Operational AI

Identify anomalies and optimisation opportunities within Intercom

Support chatbot expansion into new products, use cases, and markets

What we’re looking for

Technical expertise

Experience working with chatbot platforms (Intercom preferred; Zendesk AI, Ada, LivePerson, Drift also considered)

Proven experience improving chatbot performance through prompt design

Strong understanding of LLM concepts (grounding, retrieval, hallucination)

Confident in building reports using Excel or Google Sheets

Experience managing structured knowledge bases (Intercom, Zendesk, Notion, Confluence, etc.)

Behavioural skills

Native-level French and fluent English (C1/C2)

Highly autonomous and comfortable working across international teams

Structured, methodical approach with the ability to think strategically

Curious and forward-thinking, especially about applied AI

Nice to have

Experience in international or multi-market environments

Familiarity with the construction sector or compliance platforms

Why this role stands out

This isn’t a maintenance role – it’s an opportunity to actively shape how AI is used across a growing international business. You’ll combine hands-on optimisation with strategic input, working at the intersection of AI, operations, and customer experience.

Interested? Please Click Apply Now