Automation Specialist

About the role

As an Automation Specialist, you will design, build, and scale chatbot automation across multiple markets. You will start by delivering high-quality FAQ bots using our generative AI platform, then take ownership of a key customer journey by building and iterating an API-driven bot that can be scaled across regions.

This is a hands-on role combining conversational design, structured flow logic, and automation delivery. You will be responsible for building reliable, efficient solutions and continuously improving performance based on data.

You will work closely with Product, Ops, Tech and local market teams to ensure automation is accurate, scalable, and aligned with player needs.

What you'll do

FAQ bot delivery

• Review and structure knowledge base content for chatbot readiness
• Design, test, and optimise prompts to improve accuracy and reduce fallbacks
• Build, configure, and validate FAQ bots using our AI platform

API bot development

• Own an end-to-end automated journey (e.g. registration, bonuses)
• Design conversational flows using clear logic, decision trees, and structured inputs (e.g. APIs, JSON)
• Build, test, troubleshoot, and iterate on bot behaviour
• Document solutions and support rollouts across markets

Continuous improvement

• Monitor performance (containment, deflection, fallback rate)
• Identify root causes of failures and implement fixes across flows, prompts, or integrations
• Continuously test and refine automation to improve reliability and user experience
• Ensure smooth and context-rich handover to human support when needed

Collaboration

• Work with Product, Ops, Tech and CS teams to improve journeys and reduce friction
• Align with delivery and rollout plans across markets
• Share learnings and contribute to scalable automation standards

What you'll bring

• Strong understanding of customer journeys and CS operations
• Ability to design and troubleshoot structured automation flows (decision logic, edge cases, failure handling)
• Comfortable working with structured data (e.g. JSON) and API-based interactions
• Hands-on mindset: able to build, test, debug, and improve independently
• Structured thinking and attention to detail
• Ability to manage multiple priorities across markets

Nice to have

• Experience with chatbot platforms (LivePerson), RPA, or workflow automation tools
• Experience designing prompts for AI-driven systems
• Exposure to API integrations or automation tools (e.g. UiPath, orchestration tools)
• Experience with monitoring, reporting, or performance optimisation
• Background in customer support, operations, or UX