Descripción de la oferta
HBX Group is a leading B2B ecosystem player in the TravelTech space, connecting and empowering businesses in the ever-evolving world of travel. 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. We 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. HBX Group comprises four best-in-class B2B brands that meet the needs of its growing and diverse client base across 190+ global markets. This Job Requisition is part of the initiative of Customer service queries automation across channels (Artificial Inteligence applied to Customer Service - AI case automation).This 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).Operating the new platform will require supervision, performance management, accuracy monitoring, AI model training, constant optimization, continuous improvements and implementation of subsequent use cases. 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.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; Communicate issues, ensure resolution, and define continuous developments and improvements, collaborating with Technology, Product and Data teams. – Strong effective project management skills; Technological andAI projects will be highly considered.Demonstrated hands-on experience building and maintaining AI solutions using Google, AWS, Microsoft, or similar platforms.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.Any coursework, freelance, or personal portfolio projects related to AI solutions development.Knowledge of other platforms such as Salesforce, Tableau.Fluent English is required.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.Willingness to learn and apply new AI technologies and best practices.At HBX Group, we believe that diversity drives innovation and makes travel a force for good.
