Chatbot Engineer / Analyst

This is a new position for an experienced Chatbot specialist to join the team on their technology and AI journey.

They are improving the support for their customers, allowing them to use the Chatbot to resolve and answer initial queries, automate process, submit requests and be pointed in the right direction for further help.

We are looking for someone to come in and take responsibility for the Chatbot from an AI / LLM perspective. As this is a new role, your day-to-day tasks will be varied and will include

Structure conversation flows, decision trees, and escalation paths for smooth user interactions.
Regularly monitor chatbot performance through data and feedback (e.g. resolution rates, AI involvement, user satisfaction).
Use Intercom and analytics tools to identify gaps, trends, and opportunities for improvement.
Test and iterate on content to enhance effectiveness and reduce manual support load.
Keep conversation fl...