WHO WE ARE
BUILDING THE AI-FIRST FRONTIER ENTERPRISE.
We are a global technology consultancy with a trademarked, AI-first approach—Gen-e2™. It redefines how enterprises build digital products and transform their organizations with AI. We do the right thing, and we do it right. We're proud to be a World Economic Forum New Champion, and a B Corp-certified company.
- We are small enough to care locally, big enough to deliver globally (10 countries, 450+ experts from 50+ nationalities)
- We are becoming an agentic organization, adopting the AI-native operating model we bring to our clients.
- We are robust and resilient (100% independent, 0 debt, founded 2009)
- We are AI-native professionals who invest in what we believe and work as a collective intelligence
- We are positive, courageous and deliver at the leading edge.
YOUR ROLE
As a Lead Content Ops & Conversational AI, you will define and scale the Content Operations practice, transforming content into a strategic, reusable, and AI-powered infrastructure across all customer touchpoints.
- Define and implement the Content Ops model, including governance, voice & tone frameworks, and content standards
- Design and scale omnichannel conversational systems (chatbots, voice, messaging, email, in-product experiences)
- Build and manage modular, reusable conversational flows aligned with user journeys and business goals
- Establish semantic QA frameworks to ensure consistency, accuracy, and brand alignment across channels
- Design and optimize end-to-end content workflows, integrating Product, Marketing, CX, and Engineering
- Define and manage tooling architecture, including conversational platforms and content automation tools
- Leverage AI/NLP and LLMs to design, generate, and optimize conversational experiences
- Train, fine-tune, and evaluate language models and conversational systems
- Integrate platforms such as Voiceflow, Dialogflow, Rasa, ChatGPT, Braze, Twilio, Sendgrid
- Define and track OKRs and KPIs, including comprehension rates, resolution rates, engagement, and conversion
- Drive content personalization and automation strategies at scale
- Act as a strategic bridge between Product, Marketing, Data, and Engineering teams
- Influence stakeholders and scale adoption of Content Ops practices across the organization
WHO YOU ARE
- Proven experience in Content Ops, Conversational Design, or CX/UX Writing at scale
- Strong experience designing conversational experiences across multiple channels
- Hands-on experience with NLP, LLMs, or AI-driven content systems
- Experience with conversational tools such as Voiceflow, Dialogflow, Rasa, or similar
- Familiarity with CRM/engagement platforms (Braze, Twilio, Sendgrid)
- Strong understanding of content lifecycle, governance, and modular content systems
- Experience defining voice & tone systems and content guidelines
SOFT SKILLS
- Strong strategic communication and storytelling mindset
- High level of empathy and user-centric thinking
- Ability to facilitate cross-functional collaboration
- Strong systems thinking applied to content ecosystems
- Comfortable making decisions in complex and ambiguous environments
AI-NATIVE ENGINEERING (CORE EXPECTATION)
- Use Generative AI coding tools (e.g., GitHub Copilot, Cursor) as a first-class engineering assistant for:
- Code scaffolding and refactoring
- Code generation and optimisation
- Test-cases and documentation generation
- Build applications through AI-driven development practices, including:
- AI-assisted debugging and troubleshooting
- Intelligent code completion and pattern recognition
- Automated documentation generation
- Apply prompt engineering best practices for reliable, repeatable engineering outcomes.
- Validate GenAI output (determinism checks, guardrails, fallback logic).
MORE ABOUT PALO IT
OUR CLIENTS INCLUDE SOME OF THE WORLD’S MOST SUCCESSFUL COMPANIES. WE COLLABORATE WITH LEADING ENTERPRISES, NEXT-GENERATION BUSINESSES AND FRONTIER PARTNERS, SHAPING WHAT COMES NEXT, HELPING THEM SCALE AI AND SOLVE COMPLEX BUSINESS AND TECHNOLOGY CHALLENGES.
What We Offer
- Stimulating working environments
- Unique career path
- International mobility
- Internal R&D projects (including Gen-e2™)
- Knowledge sharing
- Personalized training via PALO IT Academy
- Entrepreneurship & intrapreneurship
For more on our team culture and benefits, check out our careers page https://www.palo-it.com/en/career.