Who We Are

Build. Scale. Sustain.

PALO IT is a global technology consultancy that crafts tech as a force for good. We design, develop and scale digital and sustainable products and services to unlock value across the triple bottom line: people, planet, profit. 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 (5 continents, 18 offices, +650 experts from +50 nationalities)
• We are robust and resilient (100% independent and 0 debt)
• We are entrepreneurs and passionate experts: We invest in what we believe genuinely and work as a collective intelligence
• We are positive, courageous, caring, doers and committed to excellence

About Gen-e2

While the market is still largely AI-augmenting delivery, we have reinvented the SDLC to be AI First. Our approach is a game-changer in productivity and quality, with a strong collaboration between AI generative and our best talents:

• We now generate 95% of the entire product — code, documentation, infrastructure as code, and even design — with GitHub Copilot
• The quality consistently exceeds the output of our best traditional engineering teams
• A product repository houses all product artefacts, giving AI full project context for higher-quality generation
• A library of rules and prompts defines coding standards, design principles, and security guidelines

With Gen-e2, we deliver end-to-end products 2–3× faster than traditional approaches, while raising the bar for engineering excellence.

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

More About PALO IT

We’re eager to adapt to change, learn from our experiences and move to meet our planet’s urgent needs. We are continuously taking action to:

• Become a climate net-zero company
• Deliver projects with a positive impact
• Train 100% of our workforce on impact
• Achieve B Corp certification across all offices
• Continuously measure & improve employee happiness

What We Offer

• Stimulating working environments
• Unique career path
• International mobility
• Internal R&D projects
• Knowledge sharing
• Personalized training
• Entrepreneurship & intrapreneurship