Kaizen Gaming

Product Specialist, Virtual Assistant

Kaizen Gaming

full-time

Posted on:

Location Type: Hybrid

Location: Athens • Greece

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About the role

  • Design, write, and maintain conversation flows—including primary paths, fallback handling, disambiguation strategies, and prompts—for 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 languages—including building, testing, and deploying customer journeys.
  • 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.
  • 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.
  • 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.

Requirements

  • 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 data—you can read dashboards, spot patterns, and translate insights into action.
  • Hands-on experience with conversational AI platforms (e.g., Google Dialogflow, Kore.ai, Moveo.ai, LivePerson, Amazon Lex, or similar).
  • Basic understanding of API integrations, backend system interactions, and third-party platform capabilities (e.g., Zendesk, CRM systems).
Benefits
  • A buddy will support you with your onboarding
  • Competitive pay & bonus scheme
  • Developmental 360° feedback framework
  • Family Support
  • Hybrid way of working
  • Monthly meal allowance
  • Private health insurance for you & your family
  • Unlimited access to Udemy & continuous training
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
conversational designchatbot developmentNLU conceptsintent classificationentity extractiontraining data managementA/B testingdata analysisperformance metricsdialog flow documentation
Soft Skills
written communicationverbal communicationdata interpretationcollaborationproblem-solvingattention to detailadaptabilitycustomer focusanalytical thinkingcreativity