Descripción de la oferta
pbAbout Us /b /ppHBX Group is a leading B2B ecosystem player in the TravelTech space, connecting and empowering businesses in the ever-evolving world of travel. We drive growth for our clients and partners while removing friction from the end-to-end travel experience. Our cloud-based technology platforms offer fast and reliable access to a unique portfolio of travel products services, while rich data and intelligence seamlessly connect supply and demand worldwide. /ppbr/ppWe have over more than 3,000 experts worldwide, including specialists on the ground who provide insights and support to boost trading even further, especially in the most hard-to-reach segments. This unique blend of technology, data and passionate people serves as a catalyst for all businesses aiming to unlock their full potential in the travel arena. /ppbr/ppHBX Group comprises four best-in-class B2B brands that meet the needs of its growing and diverse client base across 190+ global markets. /ppbr/ppbJob Summary /b /ppThis Job Requisition is part of the initiative of Customer service queries automation across channels (Artificial Inteligence applied to Customer Service - AI case automation). /ppThis initiative will focus on the implementation of AI-based solutions to improve customer experience and automate the main customer service queries, across all channels (Email, Phone, Chat and Helpdesk). /ppOperating the new platform will require supervision, performance management, accuracy monitoring, AI model training, constant optimization, continuous improvements and implementation of subsequent use cases. /ppbr/ppbJob Responsibilities /b /ppManage 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. /ppMain KPIs: /pulliSuccessful implementation of conversational AI solutions in operations, increasing the servicing of requests using automated solutions and processes. /liliContainment: Number of successful automated/bot interactions vs. escalations (transfer to agent). /liliAccuracy in intent recognition and helpfulness of automated solutions. /liliCustomer Satisfaction (CSAT). /liliContinuous improvement in conversational AI and channel automation performance metrics. /li /ulpbr/ppMain responsibilities: /pulliDesign 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. – 40% /liliManage 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. – 20% /liliCommunicate issues, ensure resolution, and define continuous developments and improvements, collaborating with Technology, Product and Data teams. – 20% /liliIdentify opportunities and potential new use cases for additional AI applications, collaborating with different stakeholdersb. /b– 10% /liliStay updated with the latest conversational AI trends and best practices. – 10% /li /ulpbr/ppbSkills Required /b /pulliMinimum of 2 years of professional experience in AI solutions development and implementation, or a related technical role. /liliSolid understanding of AI development fundamentals including Generative AI, LLM, Prompting, ADK Agentic. /liliStrong effective project management skills; Technological and AI projects will be highly considered. /liliDemonstrated hands-on experience building and maintaining AI solutions using Google, AWS, Microsoft, or similar platforms. /liliPractical experience developing AI solutions. /liliProficiency in UAT testing and debugging to ensure reliability and functionality in an AI development environment. /liliParticipation in collaborative software projects as part of a multidisciplinary team. /liliExperience working within Agile or iterative project management methodologies is desirable. /liliExperience in Travel Tech industry is desirable. /liliCustomer Experience background is desirable. /liliAny coursework, freelance, or personal portfolio projects related to AI solutions development. /liliKnowledge of other platforms such as Salesforce, Tableau. /liliConversation Design knowledge is desirable. /liliEffective written and verbal communication skills for collaborating with team members and stakeholders; able to clearly present information; read and interpret complex information; listen well. /liliFluent English is required. /liliAbility to organize and manage personal workload to meet established deadlines and team expectations. /liliAttention 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. /liliDriven and results oriented. /liliWillingness to learn and apply new AI technologies and best practices. /liliBasic analytical and problem-solving skills for addressing routine technical challenges. /liliCollaborative mindset and ability to work effectively within a team environment. /li /ulpbr/ppAt HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference. /p
