Job Description

DetailsWork Location Type:HybridOffice:Type of Employment:Full Time PermanentReference Number:OPS0110About UsAt FDJ UNITED, we don't just follow the game, we reinvent it.FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?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 doFAQ bot deliveryReview and rework knowledge base content to ensure clarity, consistency, and chatbot readinessDesign, test, and refine prompts to optimise bot responses and reduce fallbacksBuild, configure, and test FAQ bots for your assigned markets using our AI toolingAPI bot developmentTake ownership of a specific customer journey (e.g. registration, bonuses)Design conversational flows and supporting prompts for an API-powered botBuild, test, and iterate on the bot for your primary marketDocument your approach and support rollouts to other regionsContinuous improvementMonitor bot performance (containment, deflection, fallback rate)Identify improvement areas across flows and prompts, and test enhancements regularlyEnsure handoffs to agents are clear and context-richCollaborationWork closely with Product, Ops, and CS teams to improve journeysCollaborate with the Strategic Delivery Lead on rollout planningAlign with local market teams to localise content and validate flowsWhat you'll bringA strong grasp of CS processes and player journeysCuriosity and willingness to learn bot-building and prompt-design best practices (training provided)A proactive, structured approach to delivery and troubleshootingComfortable working across markets and balancing multiple prioritiesNice to haveExperience designing or maintaining prompts for AI-driven chatbotsBasic exposure to JSON or structured data used in bot configurationsExposure to chatbot tools or API logicExperience working with knowledge base content or process documentationBackground in customer support, operations, or UXOur Way Of WorkingOur world is hybrid.A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.Application ProcessWe believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.

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