Automation Specialist

Details

Work Location Type:
Hybrid
Office:
Malta
Type of Employment:
Full Time Permanent
Reference Number:
OPS0110

About Us

At 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?

About the role

As an Automation Specialist, you will design, build, and scale chatbot automation across multiple markets. You will start by delivering high-quality FAQ bots using our generative AI platform, then take ownership of a key customer journey by building and iterating an API-driven bot that can be scaled across regions.

This is a hands-on role combining conversational design, structured flow logic, and automation delivery. You will be responsible for building reliable, efficient solutions and continuously improving performance based on data.

You will work closely with Product, Ops, Tech and local market teams to ensure automation is accurate, scalable, and aligned with player needs.

What you'll do

FAQ bot delivery

Review and structure knowledge base content for chatbot readiness
Design, test, and optimise prompts to improve accuracy and reduce fallbacks
Build, configure, and validate FAQ bots using our AI platform

API bot development

Own an end-to-end automated journey (e.g. registration, bonuses)
Design conversational flows using clear logic, decision trees, and structured inputs (e.g. APIs, JSON)
Build, test, troubleshoot, and iterate on bot behaviour
Document solutions and support rollouts across markets

Continuous improvement

Monitor performance (containment, deflection, fallback rate)
Identify root causes of failures and implement fixes across flows, prompts, or integrations
Continuously test and refine automation to improve reliability and user experience
Ensure smooth and context-rich handover to human support when needed

Collaboration

Work with Product, Ops, Tech and CS teams to improve journeys and reduce friction
Align with delivery and rollout plans across markets
Share learnings and contribute to scalable automation standards

What you'll bring

Strong understanding of customer journeys and CS operations
Ability to design and troubleshoot structured automation flows (decision logic, edge cases, failure handling)
Comfortable working with structured data (e.g. JSON) and API-based interactions
Hands-on mindset: able to build, test, debug, and improve independently
Structured thinking and attention to detail
Ability to manage multiple priorities across markets

Nice to have

Experience with chatbot platforms (LivePerson), RPA, or workflow automation tools
Experience designing prompts for AI-driven systems
Exposure to API integrations or automation tools (e.g. UiPath, orchestration tools)
Experience with monitoring, reporting, or performance optimisation
Background in customer support, operations, or UX

Our Way Of Working

Our 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 Process

We 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.