Product Engineer

• Own 0-to-1 development of Customer Care conversational systems, including chat, voice/phone, knowledge base, and tool integrations
• Decide what to build, why to build it, and how to measure success from discovery through launch and iteration
• Design bot architecture with engineers, including agents, routing, tools, internal-system actions, and handoff
• Research problems in data, prototype fixes with AI tools, test on real conversations, prove effectiveness, and scale with engineering or through code contributions
• Write, test, and iterate prompts, skills, and knowledge so the bot answers correctly, acts safely, and reflects the company voice
• Build evaluations that catch regressions before releases
• Run A/B tests of models, prompts, and flows; define success metrics and discontinue ineffective approaches
• Scale self-service through AI and automation while improving deflection and cost-to-serve without harming CSAT
• Define resolved and valid handoff criteria and monitor KPIs including deflection, handoff reasons, resolution quality, CSAT, handling time, and cost per conversation
• Write clear, technical, opinionated product specifications and briefs
• Challenge and improve escalation policies, back-office processes, and missing tools that block resolution
• Prioritize 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
• Meaningful hands-on experience applying LLMs / agentic AI to real products
• Proven track record of taking ideas from 0 to a live product with real users
• Daily use of LLMs, vibe coding, and AI agents
• Proficiency in at least one programming language, such as Python
• Comfortable with git, databases, and evaluating system architecture
• Strong analytical skills and comfort with data, metrics, and decisions under uncertainty
• Clear communication skills in English
• Self-directed and able to independently identify priorities
• Degree in Computer Science, Software Engineering, or equivalent practical experience
• Desired: background in customer support, conversation design, product, or prompt engineering
• Desired: side projects with LLM APIs, agents, or automation
• Desired: fintech or banking support experience, including cards, transfers, chargebacks, KYC/AML restrictions, or account closure
• Desired: experience with LLM observability tools such as Langfuse and helpdesk platforms such as Kustomer or Zendesk
• Desired: voice/telephony stack experience, including STT, TTS, and turn detection

• Hybrid model in company offices or fully remote outside office locations
• Relocation support to Cyprus, including visa and package
• Learning & development budget
• Fully paid vacation and sick leave
• Sports compensation
• Real growth prospects and significant responsibility
• Immediate impact from day one