Senior CX AI Specialist

Senior CX AI Specialist Senior CX AI Specialist: build world-class AI bots, optimize resolutions, and seamless handovers; empower a global, multilingual support team — fully remote. 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 100% Remote flexibility to work from wherever you thrive best. Flexible working hours to support a healthy work-life balance. International environment with a diverse, high-performing global team. Continuous learning opportunities and internal growth paths. Department Clients Locations EMEA, Italy, Nigeria, Poland, Hungary, Europe, Dublin Remote status Fully Remote Employment type Full-time About Holafly During a trip to Thailand, Pedro and Lidia, the founders of Holafly, experienced the frustration of not having an internet connection. Inspired by their own experiences, they came up with a simple but brilliant idea: why not allow travellers to buy data plans for any destination from their home country? Our passion for providing easy and convenient connectivity to travellers around the world drives everything we do. We love our work and we do it with pride. Stay connected wherever you go. Founded in 2017 Co-workers 600