Senior CX AI Specialist

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., * 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.

Do you have experience in Triage?, * 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., * Experience working within the fast-paced travel-tech industry or global mobility sectors.
• Familiarity with building predictive models for customer intent and churn.

Pulled from the full job description

• Flexible schedule, * 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.