Job Purpose: 

The Lead - Chatbot Platform owns the end-to-end design, delivery, and continuous improvement of the organisation’s conversational AI platform. This role sits at the intersection of product management and technical leadership: defining the product vision and roadmap for chatbot & AI-agent capabilities while architecting scalable, secure, cloud-native systems that enable rapid experimentation, reliable operations, and measurable business outcomes. The role partners closely with engineering, data science, ops, UX, and business stakeholders to drive adoption, quality, and value from conversational AI across channels.

The Job:

• Define and drive the product vision, strategy, and roadmap for the chatbot/AI-agent platform, aligned with business objectives and customer needs.
• Own end-to-end delivery of platform capabilities (intent recognition, NLU, RAG, embeddings, context/memory, conversation state, analytics, human-in-the-loop tooling).
• Design and implement workflows that enable human review, feedback loops, annotation tooling, and continuous model improvement.
• Architect scalable, secure, and integration patterns for omnichannel deployment (web, mobile, WhatsApp, voice, APIs).
• Lead technical knowledge of integration of LLMs and GenAI tooling and retrieval-augmented generation (RAG) pipelines.
• Define conversational UX best practices: multi-turn flows, memory management, persona design, fallback handling and escalation to human agents.
• Define and track product & technical KPIs (deflection rate, containment, CSAT/NPS impact, latency, error rates, model hallucination metrics) and translate insights into prioritized improvements.
• Establish monitoring, alerting and runbook practices to ensure high platform availability, performance and incident response.
• Drive internal R&D, PoCs and pilot programs to evaluate new GenAI capabilities and translate promising research into production features.
• Ensure compliance with privacy, security and regulatory requirements for conversational data and model usage.
• Oversee QA, UAT and release gates for platform features and integrations; co-own platform SLAs and business continuity plans.

The Person:

• BSc in Computer Science, Engineering, IT, or a related field. Advanced degree is a plus.
• 3+ years of relevant experience combining platform delivery, and product management—preferably with hands-on chatbot or conversational AI experience.
• Proven track record of delivering scalable, production-grade platforms
• Average  technical skills in Python, familiarity with LLMs, embeddings, transformer models and RAG architectures.
• Experience with prompt engineering, persona design, and techniques to reduce hallucinations and improve factuality.
• Excellent cross-functional communication and stakeholder management skills; experienced in Agile environments and product owner responsibilities.
• Focused on quality: strong testing, QA, and evaluation mindset for conversational outputs and model performance.
• Knowledge of data privacy, security best practices, and governance as applied to conversational data.
• Ability to translate research/industry trends in GenAI into pragmatic product ideas and delivery plans.
• Proven leadership and people-management skills; able to mentor engineers and product practitioners and drive collaborative outcomes.
• Strong problem solving, prioritisation and decision-making skills; comfortable in complex, fast-moving environments.

Preferred (but not mandatory):
• Experience operating omnichannel conversational platforms (WhatsApp, voice IVR, webchat, mobile).
• Background in customer self-care platforms is a plus.