product engineer for customer care AI systems

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.

• 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

• 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

• 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