The Role

As our Senior CX AI Specialist, you will balance automation efficiency with a premium user experience within our AI & CX Platforms Team. Your mission is to build intelligent conversational systems that provide outstanding customer experiences through immediate resolutions and context-rich, seamless handovers to human agents when needed.

Key Responsibilities

• Develop the best-in-class AI BOT that maximizes automated resolution rates while driving superior customer satisfaction metrics.

• Deploy production-ready LLMs and smart routing rules that understand user intent deeply.

• Empower support teams by eliminating repetitive customer explanations through structured background data.

• Iterate on conversational workflows using both quality metrics and resolution speed to drive continuous improvement.

• Architect flawless human handovers that automatically pass complete context, interaction history, and intent to agents.

Qualifications

• Proven track record in defining and deploying Chatbot and LLM projects into live production environments.

• Expertise in context management and building sophisticated human-agent transition frameworks.

• Experience optimizing triage workflows within omnichannel CX platforms (e.g., Intercom, Zendesk, Genesys).

• Background in scaling AI solutions within global, multilingual environments.

• Strong command of NLP, prompt engineering, and conversational AI architecture.

Nice to Have

• Experience working within the fast-paced travel-tech industry or global mobility sectors.

• Familiarity with building predictive models for customer intent and churn.

Benefits & Perks

• 100% Remote flexibility to work from wherever you thrive best.

• Flexible working hours to support a healthy work-life balance.

• International environment with a diverse, high-performing global team.

• Continuous learning opportunities and internal growth paths.