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?

As an Automation Specialist, you'll be responsible for delivering and scaling chatbot automation across specific markets. You'll start by configuring FAQ bots using our generative AI platform, designing effective prompts to ensure accurate, consistent, and helpful responses. You'll then take ownership of a journey-specific API bot that can be replicated across regions.

This role combines content management, prompt design, flow design, and hands-on bot building. You'll work closely with Product, Ops, and local market teams to ensure the bots are accurate, efficient, and aligned with player expectations. You'll also collaborate with peers to share learnings and help shape a consistent automation approach.

What you'll do

FAQ bot delivery

Review and rework knowledge base content to ensure clarity, consistency, and chatbot readiness
Design, test, and refine prompts to optimise bot responses and reduce fallbacks
Build, configure, and test FAQ bots for your assigned markets using our AI tooling

API bot development

Take ownership of a specific customer journey (e.g. registration, bonuses)
Design conversational flows and supporting prompts for an API-powered bot
Build, test, and iterate on the bot for your primary market
Document your approach and support rollouts to other regions

Continuous improvement

Monitor bot performance (containment, deflection, fallback rate)
Identify improvement areas across flows and prompts, and test enhancements regularly
Ensure handoffs to agents are clear and context-rich

Collaboration

Work closely with Product, Ops, and CS teams to improve journeys
Collaborate with the Strategic Delivery Lead on rollout planning
Align with local market teams to localise content and validate flows

What you'll bring

A strong grasp of CS processes and player journeys
Curiosity and willingness to learn bot-building and prompt-design best practices (training provided)
A proactive, structured approach to delivery and troubleshooting
Comfortable working across markets and balancing multiple priorities

Nice to have

Experience designing or maintaining prompts for AI-driven chatbots
Basic exposure to JSON or structured data used in bot configurations
Exposure to chatbot tools or API logic
Experience working with knowledge base content or process documentation
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.