Customer Delivery Engineer

Customer success team

About the role

We are looking for a passionate and ambitious Customer Delivery Engineer to help deliver engaging and valuable chatbot solutions for some of the world’s leading commercial brands (HSBC, Tesco), government clients (NHS, local gov) and charities (NSPCC, Versus Arthritis).

With our market-leading chatbot management platform, EBM, and a differentiating capability in NLP and Machine Learning, using the latest technologies, we empower enterprise teams to create, manage and scale engaging chatbot and Conversational AI solutions.

In addition to creating new chatbots, you will help us to optimise and maintain high-performance live chatbots, making data-driven enhancements with the power of our analytics suite.

Location: UK based, working from home or from our offices in London or Southampton.

Key responsibilities

  • Working with the customer delivery team, you will be responsible for the technical implementation of chatbot projects for a variety of clients in a mixture of industries
  • Working with our customer delivery managers, you will liaise directly with customers to understand their requirements and explain solutions
  • Resolving allocated tasks in a timely manner
  • Debugging and reviewing logs to identify solutions to issues found
  • Working closely with the Innovation Lead to identify solutions to client requirements
  • Build out cloud functions for specific data transformation requirements
  • Working with 3rd party web-based APIs (for example, data source APIs, ticket opening APIs)
  • Ability to test and validate implementation
  • Documenting solutions
  • Ensure a good working relationship and rapport with our team and customers

The skills you will need

  •  At least 1 years hands on experience providing engineering support and project delivery
  • Practical experience using JavaScript / Node.js / cloud functions
  • Practical experience using source control (we use git and GitLab)
  • Practical experience of problem determination on production systems
  • Some experience of fundamental frontend technologies (HTML, CSS, JS)
  • Some experience of relational databases (we use MySQL and Postgres)
  • Some basic understanding of application and database performance
  • Familiarity with secure development practices
  • Familiarity with data privacy concerns

Bonus points for:

  • Knowledge of React and associated technologies
  • Knowledge of cloud functions on GCP
  • Knowledge of chatbot and NLP technologies, for example:
    • Google Dialogflow, IBM Watson, Microsoft LUIS, Rasa
    • AWS Alexa, Google Assistant
    • Facebook Messenger, Microsoft Teams
  • Knowledge of conversational UX design

About EBM & Filament

The Enterprise Bot Manager (EBM) is a platform that provides organisations with the tools and operating model required to quickly and effectively deliver your chatbot program and to manage and monitor it for continued success.

EBM is supported by a passionate team of conversational AI specialists to help clients get the most out of this technology.

We’re approved partners of Google, IBM and Microsoft, and our clients include HSBC, Tesco, NHS, NSPCC, L’Oreal, Rentokil, Royal Mail, and Boehringer Ingelheim. 

EBM is part of Filament Consultancy Group. Founded in 2016, Filament is a team of 35+ data scientists, machine learning engineers, developers and project managers dedicated to delivering scalable AI enabled solutions for our diverse range of clients. Filament’s offering includes a range of products and solutions:

  • Our consultancy practice deals with strategic planning and internal education, particularly for C-suite clients looking to build AI capability into their group
  • Our solutions agency builds AI technology as well as the applications that use it, like conversational interfaces and dashboards
  • Our SaaS tooling platforms act as a hub and management suite for applied AI technology within enterprises
  • Our R&D team makes sure that we are at the forefront of AI technology so that we can serve our services clients and platform users better

Our values

Our five core values drive everything we do and as we scale, we will be looking to you to help us scale our culture at the same time.

  • Autonomy, able to own what you’re working on
  • Boldness, to reflect Filament AI’s ambition 
  • Collaboration, able to help others do their best work
  • Deep Fun, as in Deep Learning, able to make Filament AI a really enjoyable place to work (and able to come up with better AI-related puns than that) 
  • Excellence, so that we can trust each other to do great work well

Why you’ll love working with us

This role offers a great opportunity to join a company with a unique value proposition in the AI industry. 

Filament AI has 3 offices globally – London, Southampton and Toronto – and our team is expanding. We put a lot of faith in our people, treat them really well and have a lot of fun together. 

At the same time, we believe that our approach to AI will make us a global leader in enterprise-grade AI technology. 

We love working with each other, and we’re confident we’re building something massive.

How to apply

Send an email to with the role title in the subject line and a CV / resumé attached, and we’ll reach out if we’d like to chat more.

No recruitment agencies, please.

Ready to kickstart your chatbot journey?

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