Product Engineer for Customer Care (AI-First Conversational Systems)

vivid • Cyprus

Remote Visa Sponsorship Relocation

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AI Summary

Lead the end-to-end development of AI-powered customer care systems, blending product ownership with hands-on engineering to build chatbots, voice/phone support, and knowledge bases. Drive 0-to-1 innovation in conversational AI, optimize self-service metrics, and collaborate cross-functionally to scale solutions. Requires deep technical expertise in AI, prompt engineering, and system architecture with 4+ years of relevant experience.

Key Highlights

Own 0-to-1 development of AI-driven customer care systems (chatbots, voice/phone, knowledge base, and integrations)

70% product, 30% engineering with full accountability for technical and business outcomes

AI-native workflows: prompt engineering, LLM integration, and automation to improve deflection, CSAT, and cost efficiency

Key Responsibilities

Define and execute 0-to-1 product development for conversational AI systems, including chatbots, voice/phone support, and knowledge bases

Design and optimize AI agents, routing, tool integrations, and handoffs while evaluating architectural trade-offs

Prototype, test, and iterate AI-driven solutions using LLMs, prompts, and evaluation frameworks to improve accuracy, safety, and user experience

Run A/B tests, define success metrics, and scale validated solutions with engineering teams or via direct implementation

Scale self-service via AI to reduce cost-to-serve while maintaining CSAT, handling time, and resolution quality KPIs

Write clear, technical product specs and challenge existing processes or tools blocking resolution efficiency

Collaborate with Engineering, Design, Analytics, QA, Operations, and business stakeholders to prioritize and ship releases

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Technical Skills Required

Large Language Models (LLMs) / Agentic AI Python System Architecture & Databases

Benefits & Perks

Hybrid or fully remote work (with relocation support to Cyprus if needed)

AI-first culture with learning & development budget

Fully paid vacation, sick leave, and sports compensation

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Nice to Have

Background in customer support, conversation design, or prompt engineering

Experience with LLM observability tools (e.g., Langfuse) or helpdesk platforms (e.g., Kustomer, Zendesk)

Fintech or banking support experience (e.g., cards, transfers, KYC/AML, account closure)

Voice/telephony stack knowledge (STT, TTS, turn detection)

Side projects involving LLM APIs, agents, or automation

Job Description

We’re looking for a for : a product person with real technical depth and an AI-first mindset, who wants to build our customer-facing support systems with us, not just run them. You’ll own all of Customer Care’s conversational systems: the chatbot today and voice/phone support next.

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