Product Engineer

Role overview Own the product direction and hands-on development of conversational customer support systems, starting with chat and extending to voice and phone. You’ll take initiatives from problem discovery through launch and iteration, combining product judgment with enough technical depth to prototype, guide architecture, and sometimes ship fixes yourself.

Responsibilities - Identify customer support problems and define solutions, product specifications, and success measures. - Shape system design with engineers, including agent behavior, routing, tools, internal actions, and human handoffs. - Investigate support data and real conversations, prototype improvements with AI tools, and validate their impact. - Write and refine prompts, knowledge, and instructions; create evaluations to catch answer quality and safety regressions. - Run experiments on models, prompts, and conversation flows, using defined metrics to guide decisions. - Monitor resolution quality, handoffs, customer satisfaction, handling time, and service costs while expanding self-service. - Coordinate releases with engineering, design, analytics, quality, operations, and business teams; address process or policy barriers to resolution.

Requirements - The available description calls for at least four years in product management, product engineering, or a related field. - Technical fluency with software architecture, code, and databases sufficient to work closely with engineers. - Ability to use data and customer conversations to identify problems, test changes, and evaluate outcomes. - Clear technical writing and sound prioritization across discovery, delivery, and iteration.

Benefits and work setup - Permanent, full-time position. The role description emphasizes an AI-centered approach to product and operational work.