Design and optimize chatbot flows, analyze data for improvements, lead AI prompt engineering, and collaborate to align strategies with business goals.
At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It's transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We're not waiting for the future to arrive. We're shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together.
The Crown Is Yours
As a Customer Experience Chatbot Senior Associate, you'll own chatbot conversation design and performance, creating new flows, improving existing ones, and using insights to drive resolution and satisfaction. You'll work at the intersection of CX, AI, and product to deliver fast, intuitive, and brand-aligned support experiences at scale.
What you'll do
What you'll bring
#LI-SA2
Join Our Team
We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role.
The US base salary range for this full-time position is 65,300.00 USD - 81,600.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The Crown Is Yours
As a Customer Experience Chatbot Senior Associate, you'll own chatbot conversation design and performance, creating new flows, improving existing ones, and using insights to drive resolution and satisfaction. You'll work at the intersection of CX, AI, and product to deliver fast, intuitive, and brand-aligned support experiences at scale.
What you'll do
- Design and optimize conversation flows to improve resolution, containment and CSAT.
- Analyze chat data and feedback to identify breakdowns, surface insights and drive improvements.
- Lead prompt engineering for generative AI to ensure responses are accurate, empathetic and on-brand.
- Build logic, escalation paths, and API integrations that support self-service and personalized experiences.
- Partner with CX, Product, Engineering and Analytics to align chatbot strategy with business goals.
What you'll bring
- At least 3 years of experience in chatbot design, CX automation or conversational AI.
- Strong writing skills with a focus on clarity, empathy, and brand voice.
- Experience with chatbot platforms, NLU tools, or prompt engineering for AI models.
- Analytical mindset and familiarity with tools like SQL, Looker, or similar platforms.
- Collaborative, solutions-oriented approach with the ability to lead through ambiguity.
#LI-SA2
Join Our Team
We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role.
The US base salary range for this full-time position is 65,300.00 USD - 81,600.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Top Skills
Chatbot Platforms
Looker
Nlu Tools
SQL
DraftKings Boston, Massachusetts, USA Office
Our Boston Headquarters is in the heart of Back Bay, conveniently located near multiple public transit routes. There are countless options for coffee, food, and drinks nearby. Plus, we're just minutes away from the historic Fenway Park.
Similar Jobs at DraftKings
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
As a Threat Intelligence Analyst, you'll assess and mitigate threats using OSINT tools and SQL. You'll produce threat assessments, collaborate with law enforcement, and enhance workplace safety protocols.
Top Skills:
Osint ToolsSnowflakeSQL
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
Lead risk detection strategy, collaborate with cross-functional teams, utilize data-driven insights, ensure regulatory compliance, and mentor risk analysts.
Top Skills:
Power BIPythonSQLTableau
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
The CRM Manager will lead lifecycle marketing strategies, manage campaigns, optimize customer engagement, and provide leadership to a team.
Top Skills:
BrazeHTMLSQLTableau
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
