Manchester Digital
AI Chatbot & Conversational Design Specialist (French speaking)
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AI Chatbot & Conversational Design Specialist
About the Role
Step into a role where AI isn’t theoretical—it’s live, evolving, and making an impact. You’ll be working on a production-level LLM chatbot integrated with Intercom, handling real user traffic and data. This is a rare opportunity to directly shape performance through key metrics like resolution rate, CSAT, escalations, and cost per resolution.
Additionally, you’ll play a key role in an expanding AI roadmap, contributing to:
- New use cases
- International rollout (including Spain)
- Future platform integrations
Your Working Environment
• Hybrid/remote setup: Flexible with mandatory collaboration days in Lyon or UK • International team: Strong UK leadership + local presence in France • Rapid onboarding supported by a limited period of in-person travel to UK/Lyon • Modern offices in Lyon, near Part-Dieu station
What You’ll Be Doing
You’ll take ownership of the AI chatbot’s performance and continuous improvement across France and UK markets:
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- Design, test, and optimise chatbot prompts in French (native-level) and English (fluent C1/C2)
- Build and manage a structured continuous improvement cycle
- Audit and enhance the knowledge base (Intercom Articles) in collaboration with business teams
- Create and maintain performance dashboards tracking:
- Resolution rate
- CSAT (Customer Satisfaction)
- Escalations
- Cost per resolution
- Deliver regular insights and reporting to the Head of Operational AI
- Identify anomalies and optimisation opportunities within Intercom
- Support expansion into new products, use cases, and markets
Requirements
Technical Expertise
Required:
- Hands-on experience with chatbot platforms (with Intercom preferred; Zendesk AI, Ada, LivePerson, Drift also considered).
- Proven track record of improving chatbot performance through prompt design.
- Strong understanding of LLM concepts (including grounding, retrieval, and hallucinations).
- ** comfortable in** building reports using Excel or Google Sheets.
- Experience managing structured knowledge bases (e.g., Intercom, Zendesk, Notion, Confluence).
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Nice-to-have:
- Experience in international or multi-market environments.
- Familiarity with the construction sector or compliance-focused platforms.
Behavioural Skills
- Native-level French + fluent English (C1/C2) required.
- Highly autonomous with experience working in cross-functional, international teams.
- Structured, methodical, and strategic thinker.
- Forward-thinking with a curiosity towards applied AI.
Why This Role Stands Out
This isn’t just a support/maintenance role—it’s strategic. You’ll actively shape AI’s impact across a growing global business, blending hands-on optimisation with visionary contributions at the intersection of AI, operations, and customer experience.
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