product engineer for customer care AI systems

Vivid Money; United States; Remote; USD 110,000 - 190,000; Full time

Benefits offered by this job

Relocation support to Cyprus

Learning and development budget

Fully paid vacation and sick leave

Sports compensation

Job summary

Vivid Money ищет лид-п ро дрект продуктового направления для разработки систем поддержки клиентов с использованием AI и LLM, включая чат, голос и базы знаний. Ваша задача — определить, что строить, почему и как измерять успех, от discovery до запуска и итераций, совместно с инженерами и дизайном.

Кандидат будет проектировать архитектуру ботов, писать промпты и тестировать их в реальных сценариях, проводить A/B тесты и масштабировать самоуправляемые решения, сохраняя высокие показатели CSAT.

Qualifications

• 4+ года в product management или аналогичной роли с техническим вовлечением.
• Есть опыт применения LLM или агентного ИИ в реальных продуктах.
• Продемонстрированная способность выводить идеи от концепции до живого продукта.
• Знание хотя бы одного языка программирования, например Python, и комфорт с git, БД.
• Письменная и устная коммуникация на английском языке.
• Степень в CS/SE или эквивалентный практический опыт.

Responsibilities

• Разрабатывать 0-to-1 развитие систем поддержки клиентов: чат, голос и базы знаний.
• Проектировать архитектуру ботов совместно с инженерами, маршрутизацию и интеграции инструментов.
• Проводить исследования в данных, прототипировать fixes с AI и масштабировать решения.
• Писать, тестировать и дорабатывать промпты, навыки и знания.
• Проводить A/B-тесты моделей, промптов и потоков.
• Определять метрики успеха и снижать стоимость поддержки без ущерба CSAT.
• Определять критерии «resolved» и «valid handoff», мониторинг KPI.
• Приоритизировать работу и сотрудничать с Engineering, Design, Analytics, QA, Operations и бизнес-владельцами.

Skills

4+ лет в product management

применение LLM/агентного ИИ

английский язык (письменный/устный)

аналитические навыки

самоорганизация, приоритеты

Education

Степень в Computer Science / Software Engineering

Tools

Python

Git

Базы данных

Langfuse

Kustomer / Zendesk

Job description

Описание:

Vivid builds financial products for businesses and individuals across Europe, including multi-IBAN accounts, savings, business cashback, team cards, accounting integrations, investment access, cryptocurrency, and personalised financial insights. It is building an AI-native organization in a regulated financial environment.

Задачи:

• Own the 0-to-1 development of Customer Care conversational systems, including chat, voice and phone support, knowledge bases, and tool integrations;
• define what to build, why, and how to measure success from discovery through launch and iteration Design bot architecture with engineers, including agents, routing, tools, internal-system actions, and handoffs;
• assess trade-offs and unblock technical decisions Research problems in data, prototype fixes with AI tools, test them on real conversations, validate results, and scale solutions with engineering or by opening pull requests 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 upfront and stop what does not work Scale self-service through AI and automation while increasing deflection and reducing cost-to-serve without harming CSAT;
• define “resolved” and “valid handoff” and monitor KPIs Write clear, technical, opinionated product specifications and briefs for engineers Challenge and improve escalation policies, back-office processes, and 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 meaningful 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 move faster and validate ideas
• this is core to the role Proficiency in at least one programming language, such as Python, and comfort with git, databases, and evaluating system architecture Strong analytical skills
• comfortable with data, metrics, and decisions under uncertainty Clear English communication skills, including explaining technical decisions to non-technical stakeholders and writing product specifications Self-directed and able to identify priorities independently Degree in Computer Science, Software Engineering, or equivalent practical experience Будет плюсом: customer support, conversation design, product, or prompt engineering background
• side projects with LLM APIs, agents, or automation
• fintech or banking support experience with cards, transfers, chargebacks, KYC/AML restrictions, or account closure
• 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
• Significant responsibility, growth prospects, and the opportunity to make an immediate impact