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About the Role
We are looking for a detail-oriented and creative individual to take ownership of the Bot Knowledge Base (KB) and Prompt Design across platforms like Chatbots and WhatsApp Bots. This role is crucial in delivering a seamless conversational experience, optimizing automation, and reducing operational costs.
What You’ll Do
Bot Prompt Design & Conversation Flows
Design, refine, and maintain prompts for key merchant queries
Create empathetic, accurate, and user-friendly conversation flows
Translate backend logic into clear, intuitive bot interactions
Knowledge Base (KB) Management
Own the end-to-end lifecycle of bot KB entries (create/update/retire)
Collaborate with product and business teams for real-time updates
Maintain fallback rules, SOP triggers, and escalation logic
Bot Journey & Automation Improvement
Identify inefficiencies and enhance automation flows
Drive initiatives to reduce manual intervention and improve resolution
Cross-Functional Collaboration
Act as the primary POC for prompt and KB changes
Work closely with Product, Ops, Risk, Compliance, and Tech teams
Ensure alignment and validation of bot changes pre- and post-deployment
Performance Analysis & Reporting
Monitor key KPIs: pass-through reduction, cost savings, intent success rates
Use data insights to continuously optimize bot responses and flows
What We’re Looking For
2–5 years of experience in bot writing, CX automation, or ops analytics
Strong writing and storytelling skills for building conversational flows
Familiarity with bot platforms, LLMs, or Gen AI tools
Proficiency in Excel, Google Sheets, or dashboarding tools
Analytical mindset with strong problem-solving abilities
Effective communicator with experience working cross-functionally
Why Join Us?
You’ll play a key role in shaping how users interact with our automation platforms, directly impacting customer satisfaction and business efficiency. If you're passionate about conversational design and automation, we’d love to hear from you
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