Product Engineer

This is a fully remote position, open to applicants in Cyprus, +4 more countries.

📋 Description

• Lead the end-to-end development of Customer Care conversational systems, which encompass chat, voice/phone, knowledge bases, and tool integrations.

• Determine what features to develop, the rationale behind them, and how to measure success from the discovery phase through to launch and iteration.

• Collaborate with engineers to design the architecture of the bot, including agents, routing mechanisms, tools, internal system actions, and handoff processes.

• Investigate data-related issues, create prototypes for solutions using AI tools, test with actual conversations, validate effectiveness, and scale through engineering or code contributions.

• Draft, test, and refine prompts, skills, and knowledge to ensure the bot provides accurate answers, acts safely, and embodies the company's voice.

• Develop evaluations to identify regressions prior to releases.

• Conduct A/B tests on models, prompts, and workflows; establish success metrics and eliminate ineffective strategies.

• Enhance self-service capabilities through AI and automation while boosting deflection and reducing cost-to-serve without negatively impacting customer satisfaction (CSAT).

• Establish criteria for resolved and valid handoffs, and monitor key performance indicators (KPIs) such as deflection rates, handoff reasons, resolution quality, CSAT, handling time, and cost per conversation.

• Create clear, technical, opinionated product specifications and briefs.

• Critique and refine escalation policies, back-office processes, and identify any tools that impede resolution.

• Prioritize tasks and work collaboratively with Engineering, Design, Analytics, QA, Operations, and business stakeholders to deliver releases.

⛳️ Requirements

• A minimum of 4 years of experience in product management, product engineering, or a related role with substantial technical involvement.

• Significant hands-on experience in applying large language models (LLMs) and agentic AI to real-world products.

• A proven history of transforming ideas from conception to live products with actual users.

• Daily experience with LLMs, vibe coding, and AI agents.

• Proficiency in at least one programming language, such as Python.

• Comfortable working with git, databases, and assessing system architecture.

• Strong analytical skills and the ability to work with data, metrics, and make decisions in uncertain situations.

• Excellent communication skills in English.

• Self-motivated with the ability to independently set priorities.

• A degree in Computer Science, Software Engineering, or equivalent practical experience.

• Desired: Experience in customer support, conversation design, product management, or prompt engineering.

• Desired: Side projects involving LLM APIs, agents, or automation.

• Desired: Experience in fintech or banking support, covering areas such as cards, transfers, chargebacks, KYC/AML regulations, or account closure.

• Desired: Familiarity with LLM observability tools like Langfuse and helpdesk platforms such as Kustomer or Zendesk.

• Desired: Knowledge of voice/telephony stacks, including speech-to-text (STT), text-to-speech (TTS), and turn detection.

🏝️ Benefits

• A hybrid working model that allows for both in-office and fully remote positions outside the office.

• Relocation assistance to Cyprus, including visa support and relocation package.

• Budget allocated for learning and development.

• Fully compensated vacation and sick leave.

• Sports reimbursement.

• Opportunities for real growth and significant responsibilities.

• Immediate impact from the first day of employment.