Conversational AI and Channel Automation Specialist

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

About Us

HBX 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.

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:

• Hotelbeds, who cater for the specific needs of hoteliers, tour operators, airlines and online travel agents

• Bedsonline, exclusively serving the retail travel segment

• Roiback, the HotelTech partner for independent hotels and chains seeking growth through direct channel solutions

• TravelStack, providing all products, services and solutions to businesses looking to enter into the lucrative travel arena.

Job Summary

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.

Job 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.

Main KPIs:

• 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.

Main responsibilities:

• 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. – 40%
• 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. – 20%
• Communicate issues, ensure resolution, and define continuous developments and improvements, collaborating with Technology, Product and Data teams. – 20%
• Identify opportunities and potential new use cases for additional AI applications, collaborating with different stakeholders. – 10%
• Stay updated with the latest conversational AI trends and best practices. – 10%

Skills Required

• 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.

At 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.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

• 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.