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!