Product Specialist within Cardiometabolic Sales at Novo Nordisk, promoting diabetes treatment solutions through stakeholder engagement and sales initiatives.
About the role
- Product Specialist optimizing AI-driven conversations across customer support channels at Kaizen Gaming. Collaborating with cross-functional teams to enhance chatbot experiences and performance analysis.
Responsibilities
- Design, write, and maintain conversation flows—including primary paths, fallback handling, disambiguation strategies, and prompts—for both scripted and AI-powered (NLU/LLM) interactions.
- Prototype new conversational experiences and maintain dialog flow documentation.
- Own the release management process for chatbot updates across multiple markets and languages—including building, testing, and deploying customer journeys.
- Create, curate, and optimize training data (utterances, intents, entities) for intent classification and entity extraction models.
- Monitor NLU performance, analyze misclassifications, and implement corrective actions.
- Conduct regular testing and validation cycles to maintain and improve classification accuracy.
- Analyze customer interactions, chatbot performance data (resolution rates, containment rates, escalation rates, CSAT), and user feedback to identify pain points and improvement opportunities.
- Participate in A/B testing and experimentation to optimize bot effectiveness.
- Work closely with NLU engineers, software developers, Customer Service operations, product managers, and compliance teams to ensure chatbot solutions are effective, compliant, and aligned with business goals.
- Participate in regular briefings with the Customer Service team leads to stay aligned with frontline needs.
- Document conversation designs, NLU logic, and operational procedures.
Requirements
- Proven experience (2+ years) in conversational design, chatbot development, or a similar role (e.g., UX Writer for conversational interfaces, NLU specialist, dialog designer).
- Solid understanding of NLU concepts: intents, entities, utterances, confidence scores, and training data management.
- Experience analyzing chatbot performance metrics and user feedback to drive measurable improvements.
- Excellent written and verbal communication skills in English.
- Comfort working with data—you can read dashboards, spot patterns, and translate insights into action.
- Hands-on experience with conversational AI platforms (e.g., Google Dialogflow, Kore.ai, Moveo.ai, LivePerson, Amazon Lex, or similar).
- Basic understanding of API integrations, backend system interactions, and third-party platform capabilities (e.g., Zendesk, CRM systems).
Benefits
- A buddy will support you with your onboarding
- Competitive pay & bonus scheme
- Developmental 360° feedback framework
- Family Support
- Hybrid way of working
- Monthly meal allowance
- Private health insurance for you & your family
- Unlimited access to Udemy & continuous training
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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