Product Engineer

Vivid

18d

About The Position

The Product Engineer for Customer Care will own the development of customer-facing conversational systems, including the current chatbot and future voice and phone support. The role is primarily product-focused, with substantial hands-on technical work: identifying valuable problems, shaping solutions, and taking them from discovery through launch and iteration. The position combines product direction and accountability with the ability to prototype, build, and ship fixes directly.

The role involves defining what to build and how to measure success; working with engineers on agent architecture, routing, tools, internal-system actions, and handoffs; and using data, AI tools, and real customer conversations to validate solutions. The Product Engineer will maintain prompts, skills, and knowledge content, develop evaluations to catch regressions, run experiments on models and flows, and scale self-service through AI and automation while protecting customer satisfaction. The role also works across teams to address policies, processes, or tooling that prevent resolution.

Vivid describes itself as an AI-native financial platform operating across Europe. The position can be hybrid at an office or fully remote outside office locations. Relocation support to Cyprus is available when needed. Compensation is determined individually based on experience, skills, role scope, and objective, gender-neutral criteria.

Requirements

• At least 4 years of experience in product management, product engineering, or a similar role with strong technical involvement.
• Meaningful hands-on experience applying LLMs or agentic AI to real products.
• A proven track record of taking ideas from 0 to a live product with real users.
• An AI-native working approach, using LLMs, vibe coding, and AI agents regularly to move faster and validate ideas.
• Proficiency in at least one programming language sufficient to build things independently, such as Python or a similar language.
• Comfort with git, databases, and evaluating system architecture.
• Strong analytical skills and comfort working with data, metrics, and decisions under uncertainty.
• Clear English communication skills, including explaining technical decisions to non-technical stakeholders and writing specifications respected by engineers.
• Self-directed approach and ability to identify important work without waiting for direction.
• Degree in Computer Science or Software Engineering, or equivalent practical experience.

Nice To Haves

• Background in customer support, conversation design, product, or prompt engineering; demonstrated work is valued more than job title.
• Side projects involving LLM APIs, agents, or automation.
• Fintech or banking support experience, including cards, transfers, chargebacks, KYC/AML restrictions, or account closure.
• Experience with LLM observability tools such as Langfuse or similar, and helpdesk platforms such as Kustomer or Zendesk.
• Experience with voice or telephony stacks, including STT, TTS, and turn detection.

Responsibilities

• Own 0-to-1 development of Customer Care conversational systems, including chat, voice/phone, knowledge base, and tool integrations, from discovery through launch and iteration.
• Decide what to build, why to build it, and how success will be measured.
• Work with engineers on bot architecture, including agents, routing, tools, internal-system actions, and handoffs; assess architectural trade-offs and unblock technical decisions.
• Independently research problems using data, prototype solutions with AI tools, test them on real conversations, validate results, and scale solutions with engineering or by opening a pull request.
• Write, test, and iterate prompts, skills, and knowledge content so the bot responds accurately and safely in the company’s voice.
• Build evaluations that detect regressions before releases.
• Run A/B tests of models, prompts, and flows; define success metrics in advance and discontinue approaches that do not work.
• Scale self-service using AI and automation while increasing deflection and reducing cost to serve without harming CSAT.
• Define resolution 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 for engineering teams.
• Identify when escalation policies, back-office processes, or missing tools prevent resolution, and build the case to change them.
• Prioritize work and collaborate with Engineering, Design, Analytics, QA, Operations, and business owners to ship releases.

Benefits

• Relocation support to Cyprus, including visa and package, when needed.
• Learning and development budget.
• Fully paid vacation and sick leave.
• Sports compensation.
• Hybrid work at office locations or fully remote work outside office locations.
• Growth prospects, significant responsibility, and the opportunity to make an immediate impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level