Conversational AI, Channel Automation Specialist
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Job Description
Conversational AI specialist focusing on AI solutions implementation for enhancing customer service experience across various channels. Driving improvements in operational efficiency and user satisfaction.
Responsibilities:
- Manage the AI implementation projects; design, develop and implement innovative conversational AI solutions and automations in email, phone and chat contacts, ensuring a seamless and enhanced user experience across various channels, regions, languages and brands.
- Successful implementation of conversational AI solutions in operations, increasing the servicing of requests using automated solutions and processes.
- Containment: Number of successful automated/bot interactions vs. escalations (transfer to agent).
- Accuracy in intent recognition and helpfulness of automated solutions.
- Customer Satisfaction (CSAT).
- Continuous improvement in conversational AI and channel automation performance metrics.
- Design and develop conversational AI solutions and channel automations, such as AI agents, email intent recognition & classification and action triggering & routing; translating business requirements into customer-focused conversational solutions.
- Manage the end-to-end development and implementation of conversational AI features, collaborating with different stakeholders; incl.giving support to internal teams for the operational readiness before implementation.
- Communicate issues, ensure resolution, and define continuous developments and improvements, collaborating with Technology, Product and Data teams.
- Identify opportunities and potential new use cases for additional AI applications, collaborating with different stakeholders.
- Stay updated with the latest conversational AI trends and best practices.
Requirements:
- Minimum of 2 years of professional experience in AI solutions development and implementation, or a related technical role.
- Solid understanding of AI development fundamentals including Generative AI, LLM, Prompting, ADK Agentic.
- Strong effective project management skills; Technological and AI projects will be highly considered.
- Demonstrated hands-on experience building and maintaining AI solutions using Google, AWS, Microsoft, or similar platforms.
- Practical experience developing AI solutions.
- Proficiency in UAT testing and debugging to ensure reliability and functionality in an AI development environment.
- Participation in collaborative software projects as part of a multidisciplinary team.
- Experience working within Agile or iterative project management methodologies is desirable.
- Experience in Travel Tech industry is desirable.
- Customer Experience background is desirable.
- Any coursework, freelance, or personal portfolio projects related to AI solutions development.
- Knowledge of other platforms such as Salesforce, Tableau.
- Conversation Design knowledge is desirable.
- Effective written and verbal communication skills for collaborating with team members and stakeholders; able to clearly present information; read and interpret complex information; listen well.
- Fluent English is required.
- Ability to organize and manage personal workload to meet established deadlines and team expectations.
- Attention to detail to implement layouts, deliver with quality, ensure business requirements are met, maintain accurate records and notes communicating what is needed in a thorough and comprehensive manner.
- Driven and results oriented.
- Willingness to learn and apply new AI technologies and best practices.
- Basic analytical and problem-solving skills for addressing routine technical challenges.
- Collaborative mindset and ability to work effectively within a team environment.
Benefits:
- Within an innovative, engaging and multicultural environment.
- Have the opportunity to build strong and lasting business relationships and friendships from around the world.
- Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
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