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!