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