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