product engineer for customer care AI systems

Vivid; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Relocation to Cyprus with visa

Learning budget

Paid vacation and sick leave

Sports compensation

Growth opportunities

Job summary

Vivid ищет опытного менеджера продукта для разработки разговорных систем поддержки клиентов на стадии идеи и вывода в продакшн. Вы будете проектировать архитектуру ботов, совместно с инженерами настраивать маршрутизацию, инструменты и передачу ответственности между системами.

Кандидат должен иметь 4+ года опыта в продукте с техническим уклоном и умение применять LLM/APIs в реальных продуктах, владение Python и опыт работы с аналитикой данных.

Qualifications

• Опыт 4+ лет в управлении продуктами с техническим уклоном и применением LLMs/агентного ИИ в продуктах.
• Доказанная способность выводить идеи от концепции до живого продукта с пользователями.
• Ежедневное использование LLMs, кодинга и ИИ-агентов для ускорения работы и проверки идей.

Responsibilities

• Ведение 0→1 разработки систем взаимодействия с клиентами через искусственный интеллект.
• Проектирование архитектуры ботов совместно с инженерами: агенты, маршрутизация, интеграция инструментов и handoffs.
• Исследование данных, прототипирование решений и масштабирование успешных фиксов.

Skills

Product management

AI/LLMs

Python

English communication

Education

CS degree

Tools

Git

Databases

Langfuse

Zendesk

Job description

Описание:

Vivid provides financial products for businesses and individuals across Europe, including multi-IBAN accounts, savings, business cashback, team cards, accounting integrations, access to stocks, ETFs and cryptocurrencies, and personalised financial insights. It is building an AI-native organisation in a regulated financial environment.

Задачи:

• Own the 0-to-1 development of Customer Care conversational systems, from discovery through launch and iteration
• Design bot architecture with engineers, including agents, routing, tools, internal-system actions and handoffs
• Research problems in data, prototype solutions with AI tools, test them on real conversations and scale successful fixes
• Write, test and iterate prompts, skills and knowledge; build evaluations to catch regressions before releases
• Run A/B tests of models, prompts and flows, define success metrics and stop what does not work
• Scale AI and automation for self-service while improving deflection and cost-to-serve without harming CSAT
• Define “resolved” and “valid handoff” and monitor KPIs, including deflection, handoff reasons, resolution quality, CSAT, handling time and cost per conversation
• Write clear, technical and opinionated product specifications and briefs
• Build the case for changing escalation policies, back-office processes or tools that block resolution
• Prioritise work and collaborate with Engineering, Design, Analytics, QA, Operations and business owners to ship releases

Требования:

• 4+ Years in product management, product engineering or a similar role with strong technical involvement, including hands-on experience applying LLMs or agentic AI to real products
• Proven track record of taking ideas from 0 to a live product with real users
• Use LLMs, vibe coding and AI agents daily to work faster and validate ideas
• Know at least one programming language well enough to build things independently, such as Python
• Comfortable with git, databases and evaluating system architecture
• Strong analytical skills; comfortable with data, metrics and decisions under uncertainty
• Communicate clearly in English, explain technical decisions to non-technical stakeholders and write specifications engineers respect
• Work independently and identify priorities without waiting for direction
• Degree in Computer Science, Software Engineering or equivalent practical experience Будет плюсом: background in customer support, conversation design, product or prompt engineering; side projects with LLM APIs, agents or automation; fintech or banking support experience with cards, transfers, chargebacks, KYC/AML restrictions or account closure; experience with LLM observability tools such as Langfuse and helpdesk platforms such as Kustomer or Zendesk; voice/telephony stacks including STT, TTS and turn detection

Условия:

• Relocation support to Cyprus, including a visa and package, is available when needed
• Learning and development budget
• Fully paid vacation and sick leave
• Sports compensation
• Real growth prospects, significant responsibility and the opportunity to make an immediate impact from day one