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# Senior CX AI Specialist

- **Company:** Holly, Village of
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Chatbots, Genesys, Large Language Models, Prompt Engineering, Zendesk
- **Published:** June 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e4cf06dfb74cab3c

## About the Role

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.

## Description

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.


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