Product Engineer

About The Role

We’re looking for a Product Engineer for Customer Care : 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.

Your primary focus is product: identifying problems worth solving, shaping solutions, and driving them from 0 to 1. You understand architecture, you’ve written code, you know how databases work, and you speak engineering fluently. AI is not a feature we’re adding, it’s how we work and how we build. Think 70% product, 30% engineer, 100% accountable for results. You set the direction, you write the spec, and you can also get into the build and ship the fix yourself.

Your Mission

•Own 0-to-1 development of Customer Care conversational systems (chat, voice/phone, knowledge base, tool integrations): decide what to build, why, and how to measure success, from discovery to launch to iteration.

•Design with engineers how the bot is built: agents, routing, tools, internal-system actions, handoff; understand architectural trade-offs and unblock technical decisions.

•Work independently: research the problem in the data yourself, prototype a fix with AI tools, test it on real conversations, and prove it works, then scale it with engineering or open the PR yourself.

•Write, test, and iterate prompts, skills, and knowledge so the bot answers correctly, acts safely, and sounds like us; build evals that catch regressions before every release.

•Run A/B tests of models, prompts and flows, define success metrics upfront, and shut down what doesn't work.

•Scale self-service via AI and automation, deflection up and cost-to-serve down without hurting CSAT; define “resolved” and “valid handoff” and monitor KPIs (deflection, handoff reasons, resolution quality, CSAT, handling time, cost per conversation).

•Write product specs and briefs engineers actually want to read: clear, technical, and opinionated.

•Challenge the rules around the bot, not just the bot: when escalation policies, back-office processes or missing tools block resolution, build the case and get them changed.

•Prioritise ruthlessly and collaborate with Engineering, Design, Analytics, QA, Operations, and business owners to ship every release.

Your Profile

Essential

•4+ years in product management, product engineering, or a similar role with strong technical involvement, including meaningful hands-on experience applying LLMs / agentic AI to real products.

•Proven track record of taking ideas from 0 to a live product with real users.

•AI-native way of working: you use LLMs, vibe coding, and AI agents daily to move faster and validate ideas. This isn’t optional, it’s core to how we expect you to operate. …

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