Automation Specialist

As an Automation Specialist, you'll be responsible for delivering and scaling chatbot automation across specific markets. You'll start by configuring FAQ bots using our generative AI platform, designing effective prompts to ensure accurate, consistent, and helpful responses. You'll then take ownership of a journey-specific API bot that can be replicated across regions.

This role combines content management, prompt design, flow design, and hands-on bot building. You'll work closely with Product, Ops, and local market teams to ensure the bots are accurate, efficient, and aligned with player expectations. You'll also collaborate with peers to share learnings and help shape a consistent automation approach.

What you'll do

FAQ bot delivery

• Review and rework knowledge base content to ensure clarity, consistency, and chatbot readiness

• Design, test, and refine prompts to optimise bot responses and reduce fallbacks

• Build, configure, and test FAQ bots for your assigned markets using our AI tooling

API bot development

• Take ownership of a specific customer journey (e.g. registration, bonuses)

• Design conversational flows and supporting prompts for an API-powered bot

• Build, test, and iterate on the bot for your primary market

• Document your approach and support rollouts to other regions

Continuous improvement

• Monitor bot performance (containment, deflection, fallback rate)

• Identify improvement areas across flows and prompts, and test enhancements regularly

• Ensure handoffs to agents are clear and context-rich

Collaboration

• Work closely with Product, Ops, and CS teams to improve journeys

• Collaborate with the Strategic Delivery Lead on rollout planning

• Align with local market teams to localise content and validate flows

What you'll bring

• A strong grasp of CS processes and player journeys

• Curiosity and willingness to learn bot-building and prompt-design best practices (training provided)

• A proactive, structured approach to delivery and troubleshooting

• Comfortable working across markets and balancing multiple priorities

Nice to have

• Experience designing or maintaining prompts for AI-driven chatbots

• Basic exposure to JSON or structured data used in bot configurations

• Exposure to chatbot tools or API logic

• Experience working with knowledge base content or process documentation

• Background in customer support, operations, or UX