Product Specialist, Virtual Assistant

Athens - Greece

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Lets start with the role

Were looking for a passionate and detail-oriented Product Specialist to join our Virtual Assistant team and help design build and optimize AI-driven conversations across our customer support channels.

This role is pivotal in shaping how millions of customers interact with our brand through automated support. You will combine conversational design with Natural Language Understanding (NLU) and LLM-powered dialog flows to ensure our chatbots deliver accurate helpful and engaging user experiences across multiple markets and languages in a dynamic and regulated industry.

You will work within a cross-functional product team alongside engineers data scientists UX designers and Customer Service operations owning the chatbot experience end-to-end from conversation design to production monitoring.

As a Product Specialist (Virtual Assistant) you will do:

Conversational Design & Development

Design write and maintain conversation flowsincluding primary paths fallback handling disambiguation strategies and promptsfor both scripted and AI-powered (NLU/LLM) interactions.
Prototype new conversational experiences and maintain dialog flow documentation.
Own the release management process for chatbot updates across multiple markets and languagesincluding building testing and deploying customer journeys.

NLU Management & Optimization

Create curate and optimize training data (utterances intents entities) for intent classification and entity extraction models.
Monitor NLU performance analyze misclassifications and implement corrective actions.
Conduct regular testing and validation cycles to maintain and improve classification accuracy.

Performance Analysis & Iteration

Analyze customer interactions chatbot performance data (resolution rates containment rates escalation rates CSAT) and user feedback to identify pain points and improvement opportunities.
Participate in A/B testing and experimentation to optimize bot effectiveness.

Collaboration & Staying Current

Work closely with NLU engineers software developers Customer Service operations product managers and compliance teams to ensure chatbot solutions are effective compliant and aligned with business goals.
Participate in regular briefings with the Customer Service team leads to stay aligned with frontline needs.
Document conversation designs NLU logic and operational procedures.

What you will bring

A strong candidate for this role thrives in a fast-paced product environment and is eager to solve complex problems at the intersection of conversational AI customer experience and automation.

Must Have

Proven experience (2 years) in conversational design chatbot development or a similar role (e.g. UX Writer for conversational interfaces NLU specialist dialog designer).
Solid understanding of NLU concepts: intents entities utterances confidence scores and training data management.
Experience analyzing chatbot performance metrics and user feedback to drive measurable improvements.
Excellent written and verbal communication skills in English.
Comfort working with datayou can read dashboards spot patterns and translate insights into action.
Hands-on experience with conversational AI platforms (e.g. Google Dialogflow LivePerson Amazon Lex or similar).
Basic understanding of API integrations backend system interactions and third-party platform capabilities (e.g. Zendesk CRM systems).

Nice to Have

Familiarity with LLM-based dialog approaches (e.g. prompt engineering planner/collection flows retrieval-augmented generation).
Experience with analytics tools (e.g. Power BI Tableau Google Analytics) and A/B testing methodologies.
Experience working in Agile or Kanban development environments.
Understanding of customer service operations and KPIs (CSAT FCR containment rate).
Experience in the online gaming or fintech industry.
Working proficiency in 2 or more European languages (in addition to English) is a strong plus.

Required Experience:

Lets start with the roleWere looking for a passionate and detail-oriented Product Specialist to join our Virtual Assistant team and help design build and optimize AI-driven conversations across our customer support channels.This role is pivotal in shaping how millions of customers interact with our ...

Lets start with the role

As a Product Specialist (Virtual Assistant) you will do:

Conversational Design & Development

Design write and maintain conversation flowsincluding primary paths fallback handling disambiguation strategies and promptsfor both scripted and AI-powered (NLU/LLM) interactions.
Prototype new conversational experiences and maintain dialog flow documentation.
Own the release management process for chatbot updates across multiple markets and languagesincluding building testing and deploying customer journeys.

NLU Management & Optimization

Create curate and optimize training data (utterances intents entities) for intent classification and entity extraction models.
Monitor NLU performance analyze misclassifications and implement corrective actions.
Conduct regular testing and validation cycles to maintain and improve classification accuracy.

Performance Analysis & Iteration

Analyze customer interactions chatbot performance data (resolution rates containment rates escalation rates CSAT) and user feedback to identify pain points and improvement opportunities.
Participate in A/B testing and experimentation to optimize bot effectiveness.

Collaboration & Staying Current

Work closely with NLU engineers software developers Customer Service operations product managers and compliance teams to ensure chatbot solutions are effective compliant and aligned with business goals.
Participate in regular briefings with the Customer Service team leads to stay aligned with frontline needs.
Document conversation designs NLU logic and operational procedures.

What you will bring

A strong candidate for this role thrives in a fast-paced product environment and is eager to solve complex problems at the intersection of conversational AI customer experience and automation.

Must Have

Proven experience (2 years) in conversational design chatbot development or a similar role (e.g. UX Writer for conversational interfaces NLU specialist dialog designer).
Solid understanding of NLU concepts: intents entities utterances confidence scores and training data management.
Experience analyzing chatbot performance metrics and user feedback to drive measurable improvements.
Excellent written and verbal communication skills in English.
Comfort working with datayou can read dashboards spot patterns and translate insights into action.
Hands-on experience with conversational AI platforms (e.g. Google Dialogflow LivePerson Amazon Lex or similar).
Basic understanding of API integrations backend system interactions and third-party platform capabilities (e.g. Zendesk CRM systems).

Nice to Have

Familiarity with LLM-based dialog approaches (e.g. prompt engineering planner/collection flows retrieval-augmented generation).
Experience with analytics tools (e.g. Power BI Tableau Google Analytics) and A/B testing methodologies.
Experience working in Agile or Kanban development environments.
Understanding of customer service operations and KPIs (CSAT FCR containment rate).
Experience in the online gaming or fintech industry.
Working proficiency in 2 or more European languages (in addition to English) is a strong plus.

Required Experience:

Key Skills

Sales Experience
Marketing
Customer Service
Communication skills
Military Experience
Retail Sales
Product Demos
Customer Support
Product Management
Product Development
Unity
Microscopy

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About Company

Kaizen Gaming

Welcome to Kaizen Gaming, the leading GameTech company in Greece and one of the fastest-growing in Europe. Check out our History, Brands, and Open Positions.

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