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

• 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.

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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.